IVA Services Case Officer Location: Totemic House Department: Paylink Salary: £25,396.80 Bonus Hours: 40 (35 hour working week with a paid lunch hour each day totalling 40 hours a week) Job Type : Full time Contract Type: Permanent Here at PayPlan, we are looking for colleagues to join our welcoming and growing team. 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. 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 peoples lives whilst enjoying what you do What would you be doing as an IVA Services Case Officer here at Payplan? An IVA Services Case Officer supports clients who have been referred by our assessment team, confirming that an Individual Voluntary Arrangement (IVA) is the most suitable solution for their needs. Once agreed, the Case Officer works closely with both the client and their creditors to set up the IVA, helping the client take those important first steps toward becoming debt-free. We want to make the journey to becoming debt-free as simple and stress-free as possible. As an IVA Services Case Officer at PayPlan you will: 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 If this sounds like the role for you, apply now or get in touch if youd like further information. Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here. Benefits: Working for PayPlan, youll have access to a range of employee benefits. We want to do the best for our colleagues, looking after their wellbeing and ensuring they have the support and resources needed to thrive both personally and professionally. Key benefits include Free on-site parking at all our office locations Subsidised Gym Membership with local gym Cycle to work scheme Referral scheme you can be rewarded for referring friends and family to join the team too 2 charity days a year for our employees to use for a charity close to them Access to an inhouse Financial Advisor Access to our 24/7 Employee Assistance Programme Dedicated Wellbeing Champions across the business with wellbeing rooms at all office locations Access to JAAQ at work a Mental Wellbeing Platform giving you access to videos and support whenever you need it Health Med Wellness Wellness and Performance hub Discounts on many Highstreet stores Enhanced benefits for long-serving employees, including additional holiday and much more REF-221012 ADZN1_UKTJ