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

At IVC Evidensia, we're one of the world's leading veterinary care providers, supporting more than 2,500 clinics and hospitals across Europe and North America. Every day, our teams help care for around 25,000 animals, united by a shared purpose of healthier animals and happier owners.

We're always interested in hearing from people who would like to be considered for future opportunities within our Central Collections & Support Team. While we may not have an active Credit Controller vacancy available today, we regularly recruit for these roles as our teams continue to grow. By registering your interest, you'll join our talent community and may be contacted when a suitable opportunity becomes available.

As a Credit Controller (known internally as a Case Official), you'll play an important role in supporting both our veterinary practices and their clients. You'll manage outstanding balances with professionalism, empathy and fairness, helping clients find appropriate repayment solutions while delivering an excellent customer experience.

Although this is an entry-level opportunity, it's much more than a traditional credit control role. The level of customer engagement and problem-solving involved provides an excellent foundation for anyone looking to build a career within collections, customer operations or leadership, with clear progression opportunities available.

Typical Responsibilities

• 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

You Might Be a Great Fit If...

We're looking for individuals who enjoy helping people, communicate with confidence and can remain calm when handling sensitive conversations. You'll bring:

• 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 the 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)

How We'll Support You

At IVC Evidensia, we're committed to supporting your development from day one. When you join us, you'll benefit from:

• 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
• A collaborative, values-led culture focused on learning, wellbeing and continuous improvement

By registering your interest, you'll be added to our talent community for future Credit Controller opportunities. Our recruitment team will review your details and may contact you if a suitable role becomes available that matches your skills and experience. Please note this is not an active vacancy, and registering your interest does not guarantee an interview or offer of employment.

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

What We Offer:

At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit from:

• 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

At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.