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
Assignment Length: 6-8 months
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.

Essential Skills & Experience

• 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:
  • Excel (essential)
  • 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.

Desirable Skills & Experience

• 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.