Customer Service

Role: Case Official - Central Collections and Support Team

Location: Hybrid (2 Office days at Chocolate Factory in Keynsham with Wednesdays as Team anchor day)

Contractual Hours: 37.5

Department: Central Collections

Reporting to: Team Leader / Senior Case Official

About the Role

Our Central Collections team plays a vital role in supporting our practices and clients by managing outstanding balances in a fair, professional, and customer-focused way. As a Case Official, you will be responsible for managing client accounts, engaging with clients through inbound and outbound contact, agreeing appropriate repayment solutions, and resolving cases efficiently while maintaining high standards of service, compliance, and empathy. This is an entry-level role and a great opportunity for someone looking to build experience in a structured, supportive collections or customer contact environment, with clear development pathways into senior and leadership roles.

Key Accountabilities / Responsibilities

Client & Case Management

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.

Operational Delivery

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.

Compliance, Risk & Quality

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.

Team & Continuous Improvement

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.

Experience / Qualifications

Essential

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.

Desirable

Previous experience in collections

Experience working in a regulated or client-sensitive environment (e.g. healthcare, financial services, utilities).

Awareness of vulnerability or affordability considerations (training will be provided).

The Chocolate Factory, Keynsham, Bristol, BS31 2AU