Register Your Interest – Credit Controller - Central Collections & Support Team in Bristol

Credit Controller – Central Collections & Support Team

As a Credit Controller (internally known as a Case Official), you will support our veterinary practices and their clients by managing outstanding balances with professionalism, empathy, and fairness. You will help clients find appropriate repayment solutions while delivering an excellent customer experience. This entry‑level role offers a strong foundation for a career in collections, customer operations, or leadership, with clear progression opportunities.

Responsibilities

Client & Case Management

• Manage client accounts through phone, email and written correspondence
• Engage with clients to understand their circumstances and agree suitable repayment solutions
• Resolve allocated cases accurately and efficiently using established processes
• Deliver a professional, empathetic and customer‑focused service at every interaction

Operational Delivery

• Follow agreed policies, treatment strategies and procedures to achieve consistent outcomes
• Meet individual productivity, quality and compliance targets
• Maintain accurate case notes and supporting documentation
• Escalate complex, sensitive or vulnerable cases to Senior Case Officials or Team Leaders where appropriate

Compliance, Risk & Quality

• Follow Debt Management, Client Vulnerability, Data Protection and Complaints policies, alongside the IVC Code of Responsibility
• Identify potential vulnerability indicators and follow the appropriate support processes
• Participate in quality assurance activities and respond positively to coaching and feedback
• Maintain accurate, auditable records while following required controls and procedures

Team & Continuous Improvement

• Take part in training, coaching and development activities
• Contribute to a positive team culture focused on accountability, learning and continuous improvement
• Share ideas and feedback to help improve both client experience and operational performance

Qualifications

• Experience in a customer service, contact centre, collections or client‑facing role
• Strong communication skills with the ability to manage challenging conversations professionally and empathetically
• Excellent attention to detail and ability to follow established processes accurately
• Good numeracy, literacy and IT skills with confidence using multiple systems
• A willingness to learn, develop and embrace feedback

Desirable

• Previous collections or credit control experience
• Experience working within a regulated or customer‑sensitive environment such as healthcare, financial services or utilities
• Awareness of vulnerability or affordability considerations (full training will be provided)

Benefits

• Structured onboarding and comprehensive training
• Ongoing coaching and support from experienced colleagues and leaders
• Clear career pathways into Senior Case Official, Team Leader and wider operational roles
• Work‑life balance
• 26 days annual leave
• Cycle to Work scheme
• Initiatives focused on employee wellbeing
• Pension
• Discretionary Bonus
• Discounted staff pet care
• Dog Friendly office
• Free parking available at Head Office

Equality, Diversity and Inclusion

As a BAME and LGBTQ+ inclusive employer, we welcome applications from candidates from all minority and diverse backgrounds. As a Disability Confident Employer, we are committed to supporting candidates with disabilities and long‑term health conditions and are happy to discuss any reasonable adjustments required throughout the recruitment process.