Billing & Collection Officer
24 days ago
Wembley
Billing & Collection Officer\n\nRate of pay: £18.65 PAYE / £24.65 Umbrella per hour\n Job Type: Temporary (until December 2026)\n Location: Wembley\n\nAn opportunity has arisen for a Billing & Collection Officer to support the billing, collection, and recovery of a range of debts. This role ensures accurate administration and maximises income collection in line with legislation, policy, and best practice. You will handle customer queries, maintain records, and manage recovery processes while delivering high-quality customer service across multiple channels.\n\nDay-to-Day Duties\n\nAdminister billing and collection across Council Tax, Business Rates, Adult Social Care Debt, Parking, Sundry Debt, and Housing Benefit Overpayments\nIdentify liable parties, assess liability periods, and apply discounts, exemptions, and reductions\nMaintain accurate and up-to-date billing and customer records across systems\nRespond to customer enquiries via phone, email, correspondence, face-to-face and online channels\nManage cases through recovery stages to maximise collection and reduce arrears\nNegotiate payment arrangements, considering customers' circumstances and ability to pay\nMonitor payment plans and take further recovery action where required\nProcess and update data in line with information governance and data protection policies\nHandle complaints, service requests, FOI and SAR queries accurately and on time\nLiaise with internal teams, external stakeholders, enforcement agents, and relevant agencies\nSupport fraud prevention activity and investigations where required\nSubmit updates to the Valuation Office Agency (VOA) and resolve discrepancies\nAssess cases for hardship relief or write-offs in line with policy\nCarry out reconciliations and manage housekeeping tasks (e.g. payment exceptions, suspense accounts)\nContribute to service improvements and process enhancements\nManage complex recovery cases including bankruptcy, charging orders, and committal proceedings\nInvestigate complex enquiries, complaints, and account issues\nSupport and mentor junior staff where required\nHandle member enquiries and draft responsesExperience Required\n\nExperience in a customer-facing role handling enquiries, transactions, and complaints\nExperience working with administrative processes and adapting to service needs\nExperience managing data accurately and handling confidential information\nUnderstanding of debt recovery and billing processes (Council Tax desirable)\nGood working knowledge of Microsoft Office (Excel, Word, Outlook) and case systems\nStrong numeracy and literacy skills\nExperience delivering services across multiple access channelsSkills & Abilities\n\nStrong customer service skills with the ability to support a diverse customer base\nAbility to handle sensitive or challenging situations calmly and professionally\nExcellent communication skills (written and verbal)\nAnalytical thinking and problem-solving ability\nStrong organisational skills with the ability to meet deadlines\nAbility to work independently and as part of a team\nConfidence in interpreting legislation, policies, and procedures\nNegotiation and influencing skills to support recovery outcomes\nHigh attention to detail and accuracy\nAbility to maintain confidentiality and act with integrityTo apply, please submit your CV detailing your relevant experience