Rob Steedman

I have worked in Leicester City Council’s Business Service Centre in the Finance division since 2017. My experience includes people management; managing, coaching and training the Income Collection team, consisting of 15 members of staff. I pride myself on being a hard worker and creative problem solver, adapting to new situations quickly.

I am well versed in providing technical expertise and strategic advice around debt recovery and enforcement. I am responsible for regularly producing management information reports and associated data analysis related to key performance indicators, following up to introduce new/amended processes, targets and procedures accordingly to ensure best practice. I have experience with a wide variety of IT systems including the Unit4 Business World Finance System, Netcall, Liquid Logic, Open Revenues, NEC Housing and Microsoft Office/365 applications (including Excel, Teams, PowerBI and Outlook).

Operational Income Collection Control Officer – Leicester City Council January 2021 - Present

• Managing the daily activities and performance of the Income Collection team within Leicester City Councils Business Service Centre. Maximising the collection of debt, providing advice and guidance • Line manager of 15 members of staff. Answering complex case queries, completing Quality Conversations, managing probation periods, recruitment, following HR procedures/policy and setting individual/team performance targets. Coaching, motivating and inspiring the team to ensure effective and efficient service delivery. Leading team meetings. • Producing management information reports for senior management and debt portfolio reports for team members. Providing additional narrative/analysis of KPIs, spearheading initiatives to tackle high value arrears relating to a variety of debt types, as identified from the data/figures. Monitoring call data/recordings to ensure good customer service. • Producing and updating policies/procedures. Providing training sessions and job shadowing. Actively monitoring services and identifying process changes and system upgrade(s) which improve efficiency in consultation with key stakeholders. • Leading interdepartmental communications and meetings. Promoting best practice and collaboration between service areas. • Liaising with external stakeholders including customers, suppliers, advice agencies, charities, schools/academies, solicitors, courts, government organisations and officials

Income Collection Manager (secondment) – Leicester City Council April 2020 – December 2020 • Ensuring the effective control and security of the cash collection service. • All other responsibilities are the same as above for the ‘Operational Income Collection Control Officer’ role – post title change during an organisational review/restructure

Debt Enforcement Officer – Leicester City Council July 2018 – March 2020 Managing a portfolio of case through legal debt recovery actions to maximise the collection and enforcement of debt outstanding to the council. Responsible for preparing court documentation including letters of claim, claim forms and requests for judgment. Making decisions on case escalations including further enforcement action and debt write offs.

Checking correspondences/documents ensuring accuracy, in line with guidance, in a timely manner. Liaising with external bodies including individual debtors, courts, solicitors, Enforcement agents, insolvency practitioners and other private organisations. Supervising a team of assistants; distributing work and providing guidance.

Communicating with customers on the telephone, or via emails and letters; challenging those unwilling to pay.

Finance Officer – Leicester City Council July 2017 – June 2018 Managing a portfolio of cases, taking actions to pursue payment including communications to and from debtors via the telephone, emails and letters, establishing ability to pay and arranging repayments. Assessing income & expenditure information and debtors’ ability to pay, whilst also obtaining details for possible further enforcement options. Communicating with external debt enquiries through various forms of correspondence relating to missing payments, reconciliations, remittances & sensitive case queries (financial hardship, social care and deceased cases) including contact with external bodies such as solicitors, debt advice agencies, insolvency agents & bailiffs.

Admin & Business Support Officer (Level C) - Leicester City Council December 2015 – June 2017 Responding to face-to-face, telephone and email enquiries to provide resolutions or taking detailed messages to pass along to Social Workers. Maintaining accurate electronic filing systems to ensure all records are up-to-date and remain confidential. Process orders/invoices for payments to organisations and direct to individuals.

Minute taking, formatting care plans, printing, posting letters, laminating, scanning documents, covering reception duties, completing room bookings and other general administration tasks.

Sheffield Hallam University (2012 – 2015): • Undergraduate - BA Human Geography 2:2

Groby Community College (2007-2009):

• A level (2009 – 2012): Geography B, Psychology C, English C & AS Critical Thinking C.
• GCSEs (2007 – 2009): English B, English Literature B, Mathematics B, Science A, Additional Science B, Geography B & Religious Studies A. • Other (2007-2009): ICAAE Level Two Certificate in Communication and Presentation (ICT): Merit.

Additional Awards

• Common Purpose - Sheffield Frontrunner course (April 2014): Leadership skills workshop.