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- Tasks: Manage client accounts and resolve cases with a customer-focused approach.
- Company: Join a supportive collections team in a structured environment.
- Benefits: Gain hands-on experience, training, and develop your career.
- Other info: Collaborative team culture with opportunities for personal growth.
- Why this job: Perfect entry-level role for those passionate about customer service and making a difference.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 22000 - 26000 £ per year.
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)
Case Official - Central Collections & Support (Contract) in Bristol employer: FBI &TMT
Contact Detail:
FBI &TMT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Case Official - Central Collections & Support (Contract) in Bristol
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially how they handle client relationships. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive conversations, try role-playing with a friend or family member. This will help you feel more confident and prepared for those tricky discussions during the interview.
✨Tip Number 3
Be ready to share examples from your past experiences! Think about times when you've successfully resolved issues or helped customers. These stories can really make you stand out and show that you have the right skills for the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us!
We think you need these skills to ace Case Official - Central Collections & Support (Contract) in Bristol
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills. We want to see how your background fits with the Case Official role, so don’t be shy about showcasing your strengths!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re interested in the role and how your experience aligns with our values. Keep it professional but let your personality come through!
Showcase Your Communication Skills: Since this role involves engaging with clients, it’s important to demonstrate your communication skills in your application. Use clear and concise language, and make sure to proofread for any errors before submitting.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at FBI &TMT
✨Know Your Stuff
Before the interview, make sure you understand the role of a Case Official and the key responsibilities involved. Familiarise yourself with client management processes and the importance of maintaining a professional and empathetic approach. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about client interaction, be ready to share specific examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight your ability to communicate effectively and manage sensitive conversations, as this will demonstrate your suitability for the role.
✨Prepare for Scenario Questions
Expect to be asked how you would handle certain situations, especially those involving vulnerable clients or complex cases. Think through potential scenarios and how you would apply the company's policies and procedures to resolve them. This shows that you can think on your feet and are prepared for the challenges of the job.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training opportunities, or how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.