IVA Support Case Officer

PayPlan Partnership Limited; Grantham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A dedicated financial services organization in Grantham is seeking an IVA Support Case Officer to assist clients with Individual Voluntary Arrangements. The role involves managing client portfolios, ensuring effective communication, and providing exceptional customer service. Candidates should have strong communication skills, empathy, and an ability to multitask while maintaining attention to detail. This position offers the chance to make a significant impact in clients' lives through quality support and guidance.

Benefits

Employee benefits

Supportive work culture

Opportunities for personal and professional growth

Qualifications

• Experience in a similar role preferred.
• Excellent written and verbal communication skills.
• Ability to understand client needs.

Responsibilities

• Manage client communications via calls, emails, and texts.
• Build trust with clients through rapport.
• Support clients through their financial journey.

Skills

Strong communication skills

Customer service skills

Ability to build rapport

Attention to detail

Ability to multitask

Job description

Location

Location: Grantham (Onsite)

Shift Pattern

Differing shifts between 8‑4 and 11‑7 Monday to Friday on a rota basis.

Salary

Salary: £(phone number removed) + Bonus

Job Overview

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!

Ready to join? Read on to find out more about this role.

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.
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• 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 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!

Application

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 us directly.

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