Billing & Collection Officer

Billing & Collection Officer

Rate of pay: £18.65 PAYE / £24.65 Umbrella per hour
Job Type: Temporary (until December 2026)
Location: Wembley

An 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.

Day-to-Day Duties

Administer billing and collection across Council Tax, Business Rates, Adult Social Care Debt, Parking, Sundry Debt, and Housing Benefit Overpayments
Identify liable parties, assess liability periods, and apply discounts, exemptions, and reductions
Maintain accurate and up-to-date billing and customer records across systems
Respond to customer enquiries via phone, email, correspondence, face-to-face and online channels
Manage cases through recovery stages to maximise collection and reduce arrears
Negotiate payment arrangements, considering customers' circumstances and ability to pay
Monitor payment plans and take further recovery action where required
Process and update data in line with information governance and data protection policies
Handle complaints, service requests, FOI and SAR queries accurately and on time
Liaise with internal teams, external stakeholders, enforcement agents, and relevant agencies
Support fraud prevention activity and investigations where required
Submit updates to the Valuation Office Agency (VOA) and resolve discrepancies
Assess cases for hardship relief or write-offs in line with policy
Carry out reconciliations and manage housekeeping tasks (e.g. payment exceptions, suspense accounts)
Contribute to service improvements and process enhancements
Manage complex recovery cases including bankruptcy, charging orders, and committal proceedings
Investigate complex enquiries, complaints, and account issues
Support and mentor junior staff where required
Handle member enquiries and draft responsesExperience Required

Experience in a customer-facing role handling enquiries, transactions, and complaints
Experience working with administrative processes and adapting to service needs
Experience managing data accurately and handling confidential information
Understanding of debt recovery and billing processes (Council Tax desirable)
Good working knowledge of Microsoft Office (Excel, Word, Outlook) and case systems
Strong numeracy and literacy skills
Experience delivering services across multiple access channelsSkills & Abilities

Strong customer service skills with the ability to support a diverse customer base
Ability to handle sensitive or challenging situations calmly and professionally
Excellent communication skills (written and verbal)
Analytical thinking and problem-solving ability
Strong organisational skills with the ability to meet deadlines
Ability to work independently and as part of a team
Confidence in interpreting legislation, policies, and procedures
Negotiation and influencing skills to support recovery outcomes
High attention to detail and accuracy
Ability to maintain confidentiality and act with integrityTo apply, please submit your CV detailing your relevant experience