Case Official - Central Collections & Support (Contract)
About the Role
Our clients collections team plays a critical role in supporting the practices and clients by managing outstanding balances in a fair, professional, and customer‑focused manner.
We are currently recruiting a Case Official on a contract basis to support case management activity across the Central Collections and Support function. This is an entry‑level opportunity, ideal for candidates with customer service or contact‑centre experience who are looking to build hands‑on experience in a structured, regulated environment.
Key Responsibilities
Client & Case Management
- Manage client accounts via inbound and outbound contact (phone, email, letters)
- Engage with clients to understand their circumstances and agree appropriate repayment solutions
- Resolve assigned cases efficiently using standard processes
- Maintain a professional, empathetic, and customer‑focused approach at all times
Operational Delivery
- Work in line with agreed treatment strategies, policies, and procedures
- Meet individual productivity, quality, and compliance targets
- Maintain accurate and complete case notes and documentation
- Escalate complex, sensitive, or vulnerable cases where required
Compliance, Risk & Quality
- Adhere to debt management, vulnerability, data protection, and complaints policies
- Identify and flag potential vulnerability indicators
- Participate in quality assurance, feedback, and coaching activities
- Maintain auditable records and follow required controls
Team & Development
- Participate in training and team development activities
- Contribute to a positive, collaborative team culture
- Share ideas to improve client experience and operational effectiveness
Experience & Skills Required
Essential
- Experience in a customer service, contact centre, collections, or client‑facing role
- Confident communicator, able to handle sensitive conversations professionally
- Strong attention to detail and ability to follow processes
- Basic numeracy and IT skills
- Willingness to learn and develop
Desirable
- Previous collections experience
- Experience in a regulated or client‑sensitive environment (e.g. healthcare, financial services)
- Awareness of vulnerability or affordability considerations (training provided)
