Overview
Case Official – Credit Collections & Support Team – 6‑month fixed‑term contract.
IVC Evidensia is a leading veterinary services provider operating in Europe and North America, supporting over 25,000 animals daily across more than 2,500 clinics and hospitals in 19 countries. As part of our Central Collections team, you will manage client accounts, develop repayment solutions, and resolve cases in a fair, professional, and customer‑focused manner.
Key Accountabilities / Responsibilities
Client & Case Management
Manage client accounts through inbound and outbound communication channels (phone, email, letters).
Engage with clients to understand their circumstances and agree appropriate repayment solutions.
Resolve assigned cases through standard processes, ensuring timely and accurate outcomes.
Maintain a professional, empathetic, and customer‑focused approach in all interactions.
Operational Delivery
Work to agreed treatment strategies, policies, and processes to deliver consistent outcomes.
Meet individual productivity, quality, and compliance targets.
Maintain accurate and complete case notes, records, and documentation.
Escalate complex, sensitive, or vulnerable cases appropriately to Senior Case Officials or Team Leaders.
Compliance, Risk & Quality
Adhere to Debt Management Policy, Client Vulnerability Policy, Data‑Protection Policy, and complaints procedures along with the IVC Code of Responsibility.
Identify and flag potential vulnerability indicators and follow agreed support processes.
Participate in quality assurance activities and respond positively to feedback and coaching.
Maintain auditable records and follow required controls and procedures.
Team & Continuous Improvement
Participate in training, coaching, and team development activities.
Contribute to a positive team culture focused on accountability, learning, and continuous improvement.
Share feedback and ideas to improve client experience and operational effectiveness.
Experience & Qualifications
Essential
Experience in a customer service, contact‑centre, collections, or client‑facing role.
Confident communicator capable of handling sensitive or challenging conversations calmly and professionally.
Strong attention to detail with the ability to follow processes and maintain accurate records.
Basic numeracy and literacy skills and confidence using systems and technology.
Willingness to learn, develop, and take on feedback.
Desirable
Previous experience in collections.
Experience working in a regulated or client‑sensitive environment (e.g. healthcare, financial services, utilities).
Awareness of vulnerability or affordability considerations (training will be provided).
Benefits
Competitive base salary.
Work‑life balance.
26 days annual leave.
Cycle‑to‑Work scheme.
Employee wellbeing initiatives.
Pension.
Discretionary bonus.
Discounted staff pet care.
Free parking available at Head Office.
IVC Evidensia is an inclusive employer committed to diversity, equality, inclusion, and belonging. We welcome applications from BAME, LGBTQ+, and disability communities and are a Disability Confident Employer. We are happy to discuss reasonable adjustments throughout the recruitment process.
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