Collection Assistant

Full time | Civic Recruitment Limited | United Kingdom

Posted On 15/05/2026

City Walsall

Province West Midlands

Postal Code WS1

Job Purpose

To provide an efficient and effective income collection and debt recovery service that supports the aims and objectives of Financial Administration and the wider organisation. The role focuses on maximising income recovery, supporting customers with payment solutions, and ensuring financial processes are completed accurately and in line with council procedures.

• Maximise income collection and recovery through effective debt recovery activities including telephone, email, letter, and referral processes.
• Assess the financial circumstances of debtors and provide advice on payment options and repayment arrangements.
• Support customers by signposting or referring them to relevant internal and external support services where appropriate.
• Maintain accurate and up-to-date case records, notes, diary entries, and action plans on financial and debt recovery systems.
• Monitor and review outstanding arrears cases and escalate matters requiring legal recovery action to senior colleagues.
• Process, validate, and dispatch financial transactions and documents including invoices, credit notes, and write-off requests.
• Deliver a high-quality customer-focused service aimed at preventing debt and resolving customer queries effectively.
• Support senior colleagues with customer disputes, complaints, and service improvement initiatives.
• Use financial and corporate IT systems to maintain records, reconcile financial information, and produce reports.
• Contribute to team objectives, service improvements, audits, and final accounts processes.
• Provide guidance, support, and training to colleagues on income collection systems, processes, and procedures.
• Ensure compliance with council policies, procedures, financial regulations, and confidentiality requirements.

• Previous experience in income collection, debt recovery, or financial administration.
• Knowledge of debt recovery processes, financial procedures, and customer account management.
• Experience using financial systems and maintaining accurate case and transaction records.
• Strong customer service and communication skills with the ability to handle sensitive situations professionally.
• Ability to assess financial situations and negotiate suitable payment arrangements.
• Good organisational skills with the ability to manage workloads and prioritise tasks effectively.
• Experience supporting audits, financial reconciliation, and compliance activities is desirable.
• Knowledge of local government financial processes is desirable.
• Literacy Level 2 and Numeracy Level 2.
• NVQ Level 3 in Business & Finance or equivalent relevant experience.
• Ability to communicate clearly and confidently in spoken English.

• Location: Within Walsall Council
• Working Hours: Standard business hours
• Payment Frequency: Bi-weekly payments available