Collection Assistant – AR

Job Title:
Income Collection Assistant

Grade: G5
Service Area: Finance
Reports to: Income Team Manager
Location: Walsall Council

To provide an efficient and effective income collection service, ensuring the timely recovery of monies owed to the Council while delivering a customer-focused approach that supports residents in managing their financial obligations.

• Maximise Council income by undertaking debt recovery activities in line with policies and procedures, including telephone, email, letter contact and referral to external collection agencies where appropriate.
• Assess debtor circumstances and support customers by agreeing suitable payment arrangements and signposting to relevant advice or support services.
• Maintain accurate and timely case records, updating systems with actions, outcomes, and key dates to ensure effective monitoring of arrears.
• Review outstanding accounts regularly and prepare cases for escalation, including legal recovery action where required.
• Process and validate financial transactions including invoices, credit notes, and write-offs, ensuring compliance with financial regulations.
• Provide a high-quality customer service focused on preventing debt and resolving payment issues early.
• Support colleagues and senior officers with disputes, complaints, audits, and service improvements.
• Use financial and corporate systems to monitor, reconcile, and report on income and debt performance.
• Contribute to team objectives, training activities, and the development of improved processes and procedures.
• Manage workload effectively and adapt to changing priorities within the service.

• Experience in debt recovery, credit control, or financial administration (preferably in a public sector environment).
• Strong customer service and communication skills, with the ability to handle sensitive financial conversations.
• Ability to assess financial situations and agree realistic repayment arrangements.
• Competent in using IT and financial systems to manage and record casework accurately.
• Good organisational skills with the ability to manage multiple cases and deadlines.
• Understanding of financial processes, compliance, and data confidentiality.
• Minimum GCSE Level 2 English and Maths (or equivalent experience).
• NVQ Level 3 in Business/Finance or equivalent experience desirable.