Enforcement Support Officer

Location: South East London

Hours Per Week: 35

Pay: GBP19 - GBP21

Role Overview: The role requires experience with debt collection and telephone calls. Responsibilities include debtor case management, processing of card transactions, back office work, and reporting to line management.

Ideal Candidate: We are looking for someone with knowledge of academy systems, enterprise infowork, debt recovery OneStep system, and AIM payment portal processing systems. Experience in the debt recovery industry is essential, ideally with knowledge of the Taking Control of Goods Regulations 2014. The candidate should possess call handling skills and the ability to manage difficult call content and conflicts effectively.

Responsibilities

1. Undertake duties of the post with minimal supervision.
2. Provide training and supervision on specific tasks to trainees and other officers.
3. Identify training needs and assist in preparation and delivery of training.
4. Deal with all internal and external customer enquiries courteously and professionally.
5. Handle customer enquiries within specified timescales and make arrangements for payment.
6. Account for monies received and control the use of a manual receipt book and other documents.
7. Support enforcement agents by assisting with the allocation of their workload cases.
8. Enter reports via appropriate devices/databases and ensure maintenance of revenue software and hardware.
9. Comply with procedures to maintain an accurate database and fulfill audit requirements.
10. Amend and update existing accounts with relevant information.
11. Provide information, support, and advice to stakeholders and other services to meet service delivery standards.
12. Ensure all necessary actions are taken to collect revenue efficiently and effectively.
13. Differentiate between those avoiding payment and those needing a sympathetic approach, with knowledge of welfare rights.
14. Keep the Team Leader informed of all matters concerning the post holder's workload regularly.
15. Ensure that debts are collected in accordance with legislation, internal processes, procedures, codes of practice, and GDPR.
16. Obtain relevant information and make payment arrangements with customers.
17. Work closely with contractors retained for enforcement of debts.
18. Coordinate actions to collect where a range of debts are owed by an individual.
19. Proof daily system documentation, ensure data accuracy, and comply with GDPR regulations.

Essential Requirements

1. Good knowledge and use of the internal memo system to gather information and share with other departments.
2. Consistently meet performance targets and standards.
3. Maintain performance statistics.
4. Prepare procedures and documentation in accordance with quality standards.
5. Knowledge of tracing systems and procedures and utilize them responsibly.
6. May be required to work evenings, weekends, and occasional public holidays to meet service requirements.