Enforcement Support Officer

Location: South East London

Hours Per Week: 35

Pay: GBP19 - GBP21

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

Ideally, we are looking for someone who has knowledge of academy systems, enterprise infowork, debt recovery OneStep system, and AIM payment portal processing systems. Experience working in the debt recovery industry is preferred, ideally with knowledge of the Taking Control of Goods Regulations 2014, call handling skills, and the ability to manage difficult call content and conflict 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, assist in preparation and delivery of training, and undertake training as required.
4. Deal with all internal and external customer enquiries in a courteous, approachable, helpful, and professional manner.
5. Handle customer enquiries within specified timescales, interview customers, and make arrangements for payment.
6. Account for monies received and control the use of a manual receipt book and other documents.
7. Support the enforcement agents by assisting with the allocation of their workload cases.
8. Enter reports via appropriate devices/databases and ensure maintenance of the revenue software and hardware.
9. Comply with procedures to maintain an accurate database, fulfill audit requirements, and meet/exceed internal and external accreditations.
10. Amend and update existing accounts with relevant amendments in accordance with procedures.
11. Provide information, support, and advice to stakeholders and other services to meet overall standards in service delivery and customer care.
12. Ensure all necessary action is taken to collect revenue efficiently and effectively.
13. Differentiating between those avoiding payment and those who may need a more sympathetic approach, with knowledge of welfare rights.
14. Keep the Team Leader informed of all matters concerning the post holder's workload on a regular basis.
15. Ensure that debts are collected in accordance with legislation, internal processes, procedures, codes of practice, and GDPR.
16. Obtain relevant information, make payment arrangements with customers, and process methods of payment changes.
17. Work closely and cooperate 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, ensuring data is correct and complies with GDPR regulations.

Essential Requirements

1. Good knowledge and use of the internal memo system to help 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 to utilize them responsibly.
6. May be required to work evenings, weekends, and occasional public holidays to meet service requirements.