Job Description

Collections Support Adviser | 10797 | Fixed Term Contract until 31 March 2028 | 37 hours per week | £29,064 to £31,022 per annum (Scale F) | County Hall, Norwich / Hybrid

We are looking for someone with first class customer service skills and experience of working with the public to join Norfolk County Council as a Collection Support Adviser.

Working as part of a fast-paced team, you'll help with the process of securing income, engaging with individuals to agree repayment solutions that work for all parties. To be considered for the position, you'll need some form of experience in a customer-facing role where you are regularly dealing with members of the public. If you've worked in a local government setting before that would be great, but more important is your professional approach to customer service, your ability to communicate clearly and your capacity to manage conversations which can sometimes be challenging in nature.

You'll need to be able to manage your workload and prioritise accordingly, and you'll be comfortable interpreting and understanding complex regulations and legislation. You will be working with vulnerable people and must be able to quickly highlight any safeguarding concerns. The core focus of this role is to engage with those who owe money to Norfolk County Council, with a major focus on securing income relating to Adult Social Care costs. You'll need to work to build an understanding of each situation, negotiating repayment solutions and supporting individuals to help find solutions. You'll need to keep up to date with a broad range of legislation and understand the council's responsibility to safeguard individuals. As well as working closely with members of the public, you'll also collaborate with your team, Collections Officers, Legal Services, and wider services across the organisation.
Our Collections team sits within our Finance Exchequer Service, which provides high quality support to customers through the provision of financial and HR transactional services. With a broad remit that encompasses a multitude of different functions, Finance Exchequer Services are involved in everything from supporting service users and managing financial responsibilities, to provision of payroll and pension administrations services.

Norfolk County Council operate a hybrid working policy, meaning regular attendance in the office will also be necessary as part of this role. Please ensure you are able to travel to County Hall on a regular basis before applying.

We know we're asking for a lot, but in return we think we have a lot to offer. You will play a key role in helping people understand their financial situation and responsibilities, working with vulnerable people to reach positive outcomes.

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary

• Generous holiday entitlement

• Health and Wellbeing services including fast-track physiotherapy and a free counselling service

• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.

• Financial benefits such as:

  • ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.

  • A Blue Light card for Fire Service and Social Care Workers

  • Relocation expenses (where applicable)

  • An advance of your expenses if you travel for work

  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions

  • Tax efficient ways of getting extra pension and new bikes

  • Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

  • A payment if you refer someone you know to a hard to fill job

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the full and person specificationto help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditionshere.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

Redeployment closing date: 6 July 2026 23:59

All other applicants closing date: 20 July 2026 23:59

We have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage. Our economy is growing and driven by innovation in a number of sectors, including energy and food. We also have ambitious plans for new housing and a building programme for schools across Norfolk. Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.