Case Official – Credit Collections & Support

Role Overview

• Manage client accounts through inbound and outbound communication channels (phone, email, letters).
• Engage with clients to understand their circumstances and agree appropriate repayment solutions.
• Resolve assigned cases through standard processes, ensuring timely and accurate outcomes.
• Maintain a professional, empathetic, and customer-focused approach in all interactions.
• Work to agreed treatment strategies, policies, and processes to deliver consistent outcomes.
• Meet individual productivity, quality, and compliance targets.
• Maintain accurate and complete case notes, records, and documentation.
• Escalate complex, sensitive, or vulnerable cases appropriately to Senior Case Officials or Team Leaders.
• Adhere to Debt Management Policy, Client Vulnerability Policy, Data-Protection Policy and standards, and complaints procedures as well as our IVC Code of Responsibility.
• Identify and flag potential vulnerability indicators and follow agreed support processes.
• Participate in quality assurance activities and respond positively to feedback and coaching.
• Maintain auditable records and follow required controls and procedures.
• Participate in training, coaching, and team development activities.
• Contribute to a positive team culture focused on accountability, learning, and continuous improvement.
• Share feedback and ideas to improve client experience and operational effectiveness.

Requirements

• Experience in a customer service, contact-centre, collections, or client-facing role.
• Confident communicator with the ability to handle sensitive or challenging conversations calmly and professionally.
• Strong attention to detail with the ability to follow processes and maintain accurate records.
• Basic numeracy and literacy skills, with confidence using systems and technology.
• Willingness to learn, develop, and take on feedback.
• Previous experience in collections (Desirable)
• Experience working in a regulated or client-sensitive environment (e.g. healthcare, financial services, utilities) (Desirable)
• Awareness of vulnerability or affordability considerations (training will be provided) (Desirable)

Benefits

• Work-life balance
• 26 days annual leave
• Cycle to Work scheme
• Initiatives focused on employee wellbeing
• Pension
• Discretionary Bonus
• Discounted staff pet care
• Free Parking available at Head Office