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Job Title: Loan Repayments/Payments Officer (HEO)

Location (can be based at any of the below offices)

Birmingham, B3 1AQ

Bristol, BS1 5AH

York, YO1 7PX

Reading, RG1 1AF

Leeds, LS11 9AT

Nottingham, NG2 4LA

Newcastle, NE4 7YE

Warrington, WA4 1HT

Workington, CA14 2DD

Working Hours: Monday to Friday, 9:00am to 5:00pm

Working Pattern: Hybrid (60% office attendance required)

Pay Rate: £18.00 per hour

Start Date: ASAP - subject to compliance checks

Extension Potential: Yes

Security Clearance:

• Basic DBS required
• Must be eligible for SC Clearance

Key Responsibilities

• Manage and progress loan repayment and reclaim cases.
• Maintain accurate, auditable records and case information.
• Communicate with customers and stakeholders via email and telephone.
• Investigate and resolve repayment-related queries.
• Analyse, interrogate and evaluate financial and case management data.
• Update spreadsheets, case logs and tracking systems.
• Escalate risks, issues and complex cases appropriately.
• Ensure compliance with data protection requirements and departmental procedures.
• Support wider activities across the Defra Pension Team as required.
• Work collaboratively with colleagues, suppliers and customers to achieve team objectives.
• Excellent attention to detail with strong record-keeping abilities.
• Strong written and verbal communication skills.
• Ability to handle sensitive and confidential information professionally.
• Experience managing workloads and prioritising tasks in a fast-paced environment.
• Strong organisational skills and case management experience.
• Proficiency in Microsoft Office, particularly:
• Outlook
• Word
• Strong analytical and numerical skills.
• Confident contacting individuals via email and telephone to obtain information and progress cases.
• Ability to exercise sound judgement and identify escalation points.
• Flexible and resilient approach to changing priorities.
• Previous experience within:
• Finance
• Pensions Administration
• Data Management
• Debt Recovery or Repayments Processing
• Knowledge of pension schemes or pension administration processes.

No formal pension qualification is required; however, candidates must be willing to learn pension processes and follow established guidance.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Due to the high volume of applications we receive, we are only able to contact candidates who have been selected to progress to the next stage of the recruitment process. If you have not heard from us within 1 week of your application, please assume that your application has not been successful on this occasion. We encourage you to keep an eye on our current vacancies and welcome applications for any future roles that match your skills and experience.