SAAS- Recoveries Officers (Vacancy Filled)

Edinburgh Guarantee opportunities are specifically created for Edinburgh school leavers from the past 3 years.

Job Title: Recoveries Officers (x2)          Type: Modern Apprenticeship

Contract: Fixed Term – 12 Months          Salary: £17,242 per annum

Employer: Scottish Government/Student Awards Agency for Scotland

Applications are invited for Recoveries Officers to work in the Debt Recoveries Team of the Student Awards Agency Scotland (SAAS), based in Saughton House, Broomhouse Drive, Edinburgh EH11 3XD

Work Environment:

The Student Awards Agency for Scotland (SAAS) is an Agency of the Scottish Government giving financial support through a variety of schemes to all eligible students doing a course of higher education in the UK. We employ around 253 people. We receive and process around 160,000 undergraduate applications each year, with supporting documentation, almost all between April and October. These posts are required in the Debt Recoveries Team, which sits within the Finance Directorate of the Agency.
What might a day in this job look like?
Main Duties
• Enter new cases onto the debt recovery system
• Proactively recover overpayments from students through outbound phone calls and by letter/e-mail
• Answer and deal with telephone enquiries and take online payments
• Up-date student records accordingly
• Action incoming correspondence

What will I Learn?
Communication and engagement, team work, information management, self awareness
SVQ Level 2 Customer Service
What Qualifications / Qualities are required?

You must hold a minimum of 5 National 4’s including – Maths, Arithmetic

Competencies and Experience Required
The following competencies are key to performing the job successfully:

Customer Service
You should recognise the diversity of customers and understand their needs and expectations. You should have the ability to respond to these needs in a helpful and professional way and build positive relationships with customers. You should work to agreed timescales and standards, and work to improve customer service by listening to and acting on feedback.

Communications and Engagement
You should have good oral and written communication skills and be able to adapt these easily. You should be able to contribute your ideas in a clear and concise way.
Information Management
You will have access to personal information and must be able to manage it with discretion and in accordance with our data protection legislation and practices. We will provide training on the in-house processing systems you will use.
Self Awareness
You will plan, organise and prioritise competing demands on your time, ensuring that you complete tasks to an agreed standard and within agreed timescales, with minimum supervision. You should show an ability to identify your own development needs and actively manage your own learning.

Team Work
You should be able to work as part of a team and recognise the contribution the team makes to the wider organisation. You should be aware of how your own work connects with work of others and demonstrate the ability to build relationships with those in your team. You should be willing to contribute to the continuous improvement of the team.

Essential Criteria
1. Ability to prioritise and organise work.
2. Comfortable in use of phones
3. Good interpersonal and communication skills.
4. Experience in use of Microsoft Office and related IT packages

Desirable Criteria
1. Customer service experience.
2. Experience of working within a debt recovery or finance environment.
How to Apply:

Please email your CV to

Closing Date: 7th April 2017