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- Tasks: Support clients in their journey to becoming debt-free with empathy and excellent communication.
- Company: PayPlan, a compassionate company dedicated to helping those in financial distress.
- Benefits: Competitive salary, bonus opportunities, supportive culture, and personal growth.
- Why this job: Make a real difference in people's lives while developing your skills in a rewarding environment.
- Qualifications: Strong communication skills and a passion for customer service; experience is a plus.
- Other info: Join a team that values empathy, respect, and continuous improvement.
The predicted salary is between 26436 - 37010 £ per year.
Location: Grantham (Onsite)
Shift Pattern: Differing shifts between 8-4 and 11-7 Monday to Friday on a rota basis
Salary: £26,436.80 + Bonus
Here at PayPlan, we are growing our teams. If you have strong communication skills, ideally over the phone, and take pride in providing excellent customer service we would love to hear from you!
What would you be doing as an IVA Support Case Officer here at PayPlan?
An IVA Support Case Officer is responsible for assisting clients currently in an active Individual Voluntary Arrangement (IVA), as well as supporting their creditors throughout the process. You’ll manage a portfolio of clients, maintaining regular contact to review their circumstances and ensure the best possible outcomes for both the client and their creditors. We want to make the journey to becoming debt-free as simple and stress-free as possible.
Responsibilities
- Make and receive calls, send and receive emails, texts, and post, to and from clients and their creditors and voting agents
- Proactively gain trust with clients by building rapport, listening, acknowledging, and guiding them through their journey
- Build and maintain strong working relationships with colleagues and third parties
- Be client driven, listening to their needs, being supportive and empathetic
- Update clients on their cases, always being mindful of their needs and expectations
- Engage with clients to support in finding a suitable recommendation for them, ensuring it also aligns with the requirements of the business
- Champion continuous improvement and new ways of working at every opportunity
About You
- Previous experience of working within a similar industry would be an advantage
- Excellent written and verbal communication skills with the ability to understand the needs of the client
- Exceptional Customer Service skills to be able to deal with challenging and vulnerable clients
- A great team player with the confidence to work independently
- Excellent attention to detail with a methodical and thorough approach to your work
- A desire to show initiative and the ability to multitask
Who are PayPlan?
We believe that everyone should to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We are proud to help and support our clients through their journey and in turn are committed to making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and understanding colleagues to join us in our mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job – we offer a rewarding career. Come join us and make a difference in people’s lives whilst enjoying what you do!
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments to assist you in applying, please contact HR@totemic.co.uk
Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here https://www.hireful.com/privacy-policy. Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or automated systems to screen candidates. We’re committed to giving each applicant fair and thoughtful consideration.
IVA Support Case Officer employer: Totemic Ltd
Contact Detail:
Totemic Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IVA Support Case Officer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on PayPlan. Understand their mission and values, especially around empathy and customer service. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of client interaction, it’s crucial to demonstrate your ability to communicate clearly and empathetically. Try role-playing common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss how you've handled challenging situations in the past. Think of examples where you’ve helped clients or colleagues overcome obstacles, as this will highlight your ability to support clients effectively.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. By applying directly through our site, you’ll ensure that your details are seen by the right people. Plus, it shows initiative!
We think you need these skills to ace IVA Support Case Officer
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about communication, make sure your written application reflects your ability to convey information clearly and effectively. Use a friendly tone and demonstrate your understanding of the client's needs.
Tailor Your Application: Take a moment to customise your application for the IVA Support Case Officer role. Highlight any relevant experience you have in customer service or similar industries, and show us how you can bring value to our team.
Be Empathetic and Personable: We want to see your empathetic side! In your application, share examples of how you've supported clients in challenging situations. This will help us understand how you align with our values at PayPlan.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application directly. Plus, it shows us that you’re keen to join our team and make a difference in people's lives.
How to prepare for a job interview at Totemic Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an IVA Support Case Officer. Familiarise yourself with the Individual Voluntary Arrangement process and think about how your skills can help clients navigate their financial situations.
✨Showcase Your Communication Skills
Since strong communication is key for this role, prepare examples of how you've effectively communicated with clients in the past. Think about times when you built rapport or handled challenging conversations, as these will demonstrate your ability to connect with clients.
✨Emphasise Empathy and Customer Service
PayPlan values empathy and excellent customer service. Be ready to discuss how you’ve shown understanding and support in previous roles, especially when dealing with vulnerable clients. This will show that you align with their mission of making a positive impact.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team culture, training opportunities, and how success is measured in the role. This not only shows your interest but also helps you determine if PayPlan is the right fit for you.