Job Title: Council Tax Collection Officer

Ref: Exeter 5278453

Pay rate: £14.13 per hour PAYE

Role length: Anticipated 2 - 3 months

Working arrangements: Hybrid working – a minimum of 2 days in the office and as the role requires

The role:

The role involves collecting Council Tax, managing arrears through recovery actions, and supporting customers with sustainable debt solutions, while ensuring compliance with regulations. It also includes protecting council income, supporting customers to find sustainable ways to meet their debt and contributing to service improvement and collection rates.

You will be an experienced income recovery specialist with strong legal knowledge of Council Tax processes, skilled in negotiation, customer engagement, and financial solutions, supported by proficiency in key housing and revenue systems. You will have a proven ability to work under pressure while ensuring secure, sustainable debt recovery in compliance with regulations.

Key responsibilities:

• To monitor and control all customer accounts falling into arrears in relation to the recovery of Council Tax and where appropriate, initiate escalation of recovery action in accordance with principles and regulatory requirements
• To fully understand each customer’s overall debt to the council and agree appropriate and sustainable payment arrangements to clear that debt
• To provide advice and support to customers in financial hardship, negotiating payment plans, initiating income and expenditure analysis, and exploring sustainable solutions
• Daily, proactively preventing debt, by making contact with customers in the early stages of arrears to discuss circumstances and payment arrangements
• Making appropriate referrals for case working of multi debts to the Senior Collection Officer and dual debts to the Collection Officer
• To provide a full customer advice and support service by telephone, written and electronic communications and face to face at the council’s offices and to update customer records as necessary
• To gather information and make recommendations on cases to be considered for write off
• To undertake all administrative tasks associated with the team including incoming post, daily adjustments to arrangements, checking cases when escalated action is recommended, updating customer records etc.

What the client is looking for:

• IRRV Level 2 Diploma in Local Taxation, Benefits and Advice (QCF) or extensive proven equivalent experience
• Strong, recent experience in high-pressure income recovery within a customer-focused environment
• Proficient in Academy Revs & Bens, Capita Housing, Ash, Paris, Access, RKYV Dip, and Workflow systems
• Thorough knowledge of legal processes for Council Tax recovery
• Skilled in financial solutions such as payment plans, discretionary funding, and write-offs, with a focus on sustainable income recovery
• Understanding of financial regulations and rules
• Well-versed in security protocols for handling payments and sensitive customer data
• Effective communicator with the ability to engage confidently at all levels
• Proactive and confident in contacting customers to discuss debt
• Excellent negotiator who can clearly convey the seriousness of debt situations

We are an equal opportunities employer and welcome applications from all suitably qualified persons.