About the role
This is an exciting opportunity to join a new team within Hillingdon Council. We are seeking a proactive and professional Debt Recovery Visiting Officer to join our Debt recovery visiting team within Counter Fraud. This is a customer‑facing role that plays a vital part in maximising income collection for the Council while supporting residents to resolve their debts in a fair, sensitive, and sustainable way.
You will visit residents at their homes to discuss outstanding council debts, explain available options, agree appropriate repayment arrangements, and signpost to advice or support services where needed.
Key Responsibilities
- Conduct home visits to residents with outstanding council debts (e.g. council tax, housing‑related debts, sundry debts).
- Engage with customers professionally and respectfully, including those who may be vulnerable or experiencing financial hardship.
- Negotiate affordable repayment arrangements in line with council policies and procedures.
- Accurately record visit outcomes, agreements, and customer information on council systems.
- Identify safeguarding, vulnerability, or welfare concerns and refer appropriately.
- Work closely with internal teams and partner organisations to support effective debt resolution.
- Contribute to improving collection rates while maintaining high standards of customer care.
- Ensure compliance with relevant legislation, data protection, and health and safety requirements.
About You
- Has experience in debt recovery, income collection, housing, enforcement, or a similar customer‑facing role.
- Is confident communicating with a wide range of people, including in challenging or sensitive situations.
- Demonstrates strong negotiation, problem‑solving, and decision‑making skills.
- Can work independently in a visiting role while maintaining accurate records.
- Has a good understanding of vulnerability, equality, and safeguarding considerations.
- Is IT literate and able to use case management systems effectively.
- Holds a full UK driving licence and has access to a vehicle for work purposes.
Internal applicants will be offered this role as a second‑ment opportunity.
Benefits
- Flexible Working Hours – recognise flexibility in managing work and personal life.
- 36‑Hour Week – standard 36‑hour workweek for all full‑time staff.
- Generous Holiday Entitlement – increasing with length of service (for non‑casual roles).
- Hillingdon Sports & Leisure – discounts at council‑owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – eco‑friendly commuting with cycle purchase scheme, bicycle parking, lockers, and showers at the Civic Centre.
- Local Government Pension Scheme – access to the Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – access a variety of offers and discounts through Vivup Benefits.
- Mental Health Support and Counselling Services – mental health first‑aiders trained to identify, understand, and help employees; free 24‑hour confidential advice and counselling.
- Travel Support – season ticket loans and free car parking.
- Trade Union Membership – Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. We welcome applicants from a wide variety of backgrounds and provide reasonable adjustments to applicants with disabilities. We aim for a workforce representative of all sections of society and Hillingdon residents.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. Candidates declaring a disability may opt in on a ‘per application’ basis. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups.
Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and will require Disclosure to be made to the Disclosure and Barring Service.
In addition to verifying Right to Work in the UK and a new‑starter health questionnaire, the post is subject to the following pre‑employment screening:
- Standard DBS Check
- 5 years of referencing
Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised. Due to the high volume of applications, this role may be closed early.
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