At a Glance
- Tasks: Manage client accounts and resolve cases with a customer-focused approach.
- Company: Join a supportive team in a regulated environment.
- Benefits: Gain hands-on experience and develop your skills in a structured role.
- Other info: Collaborative culture with opportunities for training and personal growth.
- Why this job: Perfect entry-level opportunity to kickstart your career in customer service.
- 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)
Locations
Case Official - Central Collections & Support (Contract) in Newport, Wales employer: FBI &TMT
Join our dynamic collections team as a Case Official, where you will be part of a supportive and collaborative work culture that prioritises professional development and employee well-being. We offer comprehensive training and growth opportunities in a structured environment, ensuring you gain valuable experience while making a meaningful impact on clients' financial journeys. Located in a vibrant area, our company fosters a positive atmosphere that encourages innovation and teamwork, making it an excellent place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Case Official - Central Collections & Support (Contract) in Newport, Wales
✨Tip Number 1
Get to know the company! Research their values and culture so you can tailor your approach during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help you articulate your customer service experience confidently and clearly.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even refer you, which can give you a leg up in the application process.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Case Official - Central Collections & Support (Contract) in Newport, Wales
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any customer service or contact centre roles you've had, as this is key for us at StudySmarter.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Case Official role. Share specific examples of how you've managed client accounts or resolved issues in previous jobs.
Showcase Your Communication Skills:Since this role involves handling sensitive conversations, make sure to demonstrate your communication skills in your application. Use clear and professional language to show us you can engage effectively with clients.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at FBI &TMT
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Case Official. Familiarise yourself with client management, compliance, and operational delivery. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is all about managing client accounts and engaging with clients, be ready to share specific examples from your past experiences. Highlight situations where you resolved issues or handled sensitive conversations professionally. This will demonstrate your ability to maintain a customer-focused approach.
✨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 empathy and professionalism. Practising these responses can help you feel more prepared and articulate during the interview.
✨Ask Insightful 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 shows your enthusiasm and helps you determine if the company is the right fit for you.
