Description

Case Official - Credit Collections & Support Team

At IVC Evidensia, we are a leading veterinary services provider in Europe and North America with more than 2,500 clinics and hospitals across 19 countries and around 42,000 employees. We aim to have an extraordinary impact on animal lives, supporting in the region of 25,000 animals every single day across our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners.

At IVC Evidensia, our Central Collections team plays a vital role in supporting our veterinary practices and clients by managing outstanding balances in a fair, professional, and customer-focused way. As a Case Official, you will be responsible for managing client accounts, engaging with clients through inbound and outbound contact, agreeing appropriate repayment solutions, and resolving cases efficiently while maintaining high standards of service, compliance, and empathy.

This is an entry-level role and a great opportunity for someone looking to build experience in a structured, supportive collections or customer contact environment, with clear development pathways into senior and leadership roles.

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 standards, and complaints procedures as well as our 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 with the ability to handle 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, with 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).

Following receipt of your application, you will be contacted by one of our experienced hire recruitment team.

As a BAME and LGBTQ+ inclusive employer, 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.

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 a 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.