Case Officer

PayPlan; Grantham; On-site; GBP 26,000; Full time

Job summary

A financial support service located in Grantham is looking for a Case Officer to assist clients in navigating debt solutions. You will provide excellent customer service, build strong relationships, and support clients throughout their financial journey. Ideal candidates will possess exceptional communication skills and empathy. This role offers a salary of £25,396.80 plus bonuses, with various employee benefits for a rewarding career.

Benefits

Free on-site parking

Subsidised Gym Membership

Cycle to work scheme

Referral scheme

Charity days

Access to Financial Advisor

24/7 Employee Assistance Programme

Health and Wellness programmes

Discounts on Highstreet stores

Qualifications

• Previous experience in a similar industry is advantageous.
• Ability to understand client needs effectively.
• Capability to manage challenging situations with vulnerable clients.

Responsibilities

• Support clients through their journey to becoming debt-free.
• Make and receive calls, and respond to emails from clients and creditors.
• Build trust and rapport with clients while listening to their needs.

Skills

Excellent written communication

Verbal communication skills

Customer service skills

Attention to detail

Empathy

Job description

Location : Grantham (Onsite)

Shift Pattern : Differing shifts between 8-8 Monday to Friday (plus 1 in 4 Saturdays) on a Rota Basis

Salary : £25,396.80 + Bonus

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.

What would you be doing as a Case Officer here at PayPlan?

Our Case officers support our clients in every step of the journey, from helping them understand which of the support options we offer would be the best option for them, working with them to set up their solution and then supporting them through the length of that plan to becoming debt free. We want to make the journey to becoming debt‑free as simple and stress‑free as possible.

• Make and receive calls, send and receive emails from clients and creditors
• 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 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!

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 in‑house 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 and Wellness programmes
• Wellness and Performance hub
• Discounts on many Highstreet stores
• Enhanced benefits for long‑serving employees, including additional holiday and much more

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.

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