“Collecting arrears has to be one of the least glamorous jobs out there – and many people working in Revenues areas don’t realise what a tremendous impact they have through the way they contact and speak to people who are behind with their bills.

I find it extremely rewarding to be able to help people build their confidence when making out-bound collections telephone calls – and to learn that the trick – if there is one – is to get through to people in a very down-to-earth and respectful way – that there is no need to be unkind or threatening.

In my experience 99% of people want to pay their bills and tend to be very happy if they can come to an honest arrangement to pay what they owe.  The challenge is to win people over and get them to see that you are there to help them sort out the problem – not to give them unnecessary grief”