Job Description
Incentive Manager (Debt Recovery Manager) £K
Lead and manage the Incentives team across multiple Local Government contracts, ensuring delivery against monthly and annual performance targets across Council Tax and NNDR recovery.
This role is critical in driving performance, maximising income collection, and ensuring accurate and timely reporting of incentive outcomes. The successful candidate will provide strong operational leadership, manage team performance, and work collaboratively across Recovery and Revenues & Benefits to deliver consistent, high-quality outcomes for our clients.
The role also plays a key part in maintaining robust reporting processes, supporting client engagement, and identifying opportunities to improve recovery performance through data-led insight and targeted activity.
Key tasks and responsibilities:
- Lead, manage and motivate the Incentives team to deliver against contractual KPIs and financial targets
- Ensure accurate and timely production of mid-month and end-of-month incentive reporting across all contracts
- Monitor and drive performance across CTAX and NNDR arrears, identifying risks and implementing corrective actions
- Oversee and validate incentive calculations, ensuring transparency and auditability
- Work closely with operational teams (Recovery / R&B) to align activity and maximise collection outcomes
- Manage team performance through regular 1:1s, reviews and coaching
- Support recruitment, onboarding and development of team members
- Handle escalations, client queries and complaints relating to incentive activity
- Ensure all processes are documented, standardised and not reliant on single individuals
- Identify and implement improvements to reporting, automation and data processes
- Support client meetings, providing insight and performance narratives where required
- Ensure compliance with Liberata policies, procedures and data handling standards
Essential Skills and Attributes:
- Proven experience in a leadership role within debt recovery / revenues / local government services
- Strong understanding of Council Tax and NNDR recovery processes
- Experience managing and delivering against performance targets and KPIs
- Advanced analytical skills with the ability to interpret and explain data clearly
- Experience producing or overseeing complex operational reporting
- Strong stakeholder management skills (internal and client-facing)
- Ability to identify process improvements and drive operational efficiency
- Excellent organisational skills with the ability to manage multiple priorities
- Strong coaching, mentoring and team development capability
- High attention to detail, particularly in relation to financial and performance data
- Competent across Excel and operational systems (e.g. revenues systems, reporting tools)
Security vetting and checks:
All successful candidates must meet the government's Baseline Personnel Security Standard (BPSS).
- External candidates: This includes a basic criminal record check (for unspent convictions) and an annual adverse finance check (for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders).
- Internal candidates: An annual adverse finance check will be required.
If you do not meet these requirements, your offer may be withdrawn.
