National Income Service Income Recovery Officer - 32301

We welcome applications from individuals of any age, gender or ethnic background. What matters most to us is that you want to make a real, positive, practical contribution to protecting the environment.

The National Income Service (NIS) is responsible for sending over 100,000 invoices to customers and bringing approximately £400m of regulatory charges and fees income into the EA. The service is the single point of contact for income with a focus on billing and debt activities across the organisation.
Our ambition is “Funding Environmental Regulation by Maximising Our Income’ It is ultimately to modernise our income and ‘make it easier for our customers to do business with us’.
We have an exciting opportunity (up to 12-months) for x2 G3 Income Recovery Officers within the National Income Service Business Improvement Team. The role will be part of a dispersed team, and the successful candidates will work with a variety of colleagues across the country.

We are looking for two motivated individuals with excellent communication and organisational skills. As part of a small team, your primary objective will be supporting our organisational delivery objectives by maximising income recovery. Successful candidates will need to be confident communicators, capable of engaging customers through written and verbal contact to discuss outstanding payments. The ability to build and maintain strong relationships is important as well as a strong focus on quality, performance and innovation.

Responding to incidents is a central part of what we do. You may be required to have an incident role and make yourself available to respond to incidents. This may attract an additional payment and full training is given.

The National Income Service is part of Environmental Markets & Regulation. We are a dispersed team that provides a single point of contact for billing activities enabling improved debt management. You will be a vital member of the NIS Business Improvement team, contributing to the development of our culture and services with a focus on continuous improvement and teamwork.

We are looking for individuals who are motivated and target driven. Experience in debt collections or customer service roles is preferred; confidence in producing and analysing data to support work activities is also desirable.

The ideal candidate will:
- have great communication and interpersonal skills and be able to build and maintain effective working relationships.
- have experience of working with systems to collect and interrogate data with the ability to translate evidence into actionable steps
- be confident sharing findings, themes and trends via a wide range of communication formats including (written and verbal) to support awareness and decision making.
- be resilient and able to flex plans to effectively manage and prioritise a varied workload
- focus on delivering good quality outcomes and be able to embrace and suggest new and innovative ideas.
- Be comfortable managing own workload working as part of a dispersed team

The National Income Service is a dispersed team so base location is flexible (subject to local facilities agreement). This is a full-time post, but we would welcome applications from those working part-time or flexible hours.

Travel to other Environment Agency offices or meeting venues may occasionally be required as part of the role.

Interviews are expected to take place via Teams W/C 8th December.
For further information, please contact Astrella Newman astrella.newman@environment-agency.gov.uk

Addresses the needs of internal and external customers, provides rapid and effective responses.
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Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.

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Listens and questions to understand and engage. Conveys information and ideas clearly, accurately and persuasively through speech and writing.

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