Investigations & Collections Officer

About the role

As an Investigations & Collections Officer you will be responsible for supporting enforcement and recovery activity by conducting detailed in-person investigations into debtor circumstances and proactively managing collections through negotiation and support

Job summary

• Travelling to various addresses across your local area with the aim of engaging with debtors and investigating ability and/or propensity to pay
• Identifying the financial circumstances of a debtor by capturing key income details. This may require assisting debtors to complete income and expenditure forms and questionnaires
• Where possible, requesting payment in full (PIF) or agreeing an affordable repayment arrangement to help debtors resolve their debt
• Identifying and assessing vulnerability and signposting to support services where required
• Liaising with office-based colleagues regarding active cases
• Where further assistance or progression of the case is required, liaising with Certificated Enforcement
• Agents who will be able to attend the property and take enforcement action, where necessary
• Compiling short reports about your visit, along with completing any necessary paperwork
• Overseeing payments received for cases allocated to you: handling cash payments, managing receipts and other required documentation
• Gaining intelligence on an area demographic or debtor’s situation that we can report back to the Client to assist them with their own reporting and casework
• Striving for continuous improvement and reporting to management about ways we can improve our offering or our operational efficiencies
• You will be required to maintain strict client confidentiality and comply with Data Protection legislation and, where appropriate, the Freedom of Information Act.
• You must always act within the law, including all relevant legislation and observe all Health & Safety requirements in carrying out enforcement.
• At all times, you must abide by [Employer hidden — view at passion-project.co.uk]’ standards and be aware of the Level 2 Taking Control of Goods National Standards

Key skills & experience

Experience

• No experience is required as full training will be provided.
• You will be IT literate
• You have proven customer service experience
• You hold a full, clean UK Driving Licence

Skills/attributes

• Expert listening and effective communication skills (written and verbal)
• Resilient – this role can be challenging but you know how to bounce back from adversity
• You are self-motivated and driven to achieve targets
• You are assertive, compassionate and reliable
• You display strong negotiation skills
• You have a desire to help others and you take pride in demonstrating exceptional customer service.
• You show a positive and friendly attitude and have strong team player skills
• You have a keen attention to detail and the ability to multitask, learn fast and adapt to change

Salary & Benefits

• 25 days holiday per year, plus bank holidays
• Shifts that offer flexibility and time to do the things that are important to you outside work
• Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season.
• A certified Great Place to Work® 2025
• Mental Health Champions and free counselling available to support your wellbeing
• Pension scheme, career development, long service awards and annual company awards
• Regular social events
• Employee Benefits Platform offering hundreds of discounts and offers
• Complete office shutdown between Christmas and New Year
• Clear grading structure and promotional opportunities available
• Use of company vehicle for private use

The successful applicant will be required to undertake a DBS and CCJ/VA check as well as provide evidence of their last three months' commission, before an offer of employment is made.