Digital Case Officer

PayPlan Partnership; Grantham; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

PayPlan Partnership in the United Kingdom is seeking a Digital Case Officer to join our Acquisition – Assessment team. This role focuses on helping clients navigate debt solutions through digital channels with empathy, accuracy, and compliant service.

Based in Grantham or remote, you will work 35 hours per week handling live chat, WhatsApp, and occasional emails, building budgets and supporting vulnerable clients while ensuring a smooth client journey.

Qualifications

• Excellent written communication with a professional and empathetic approach.
• Fast and accurate typing; capable of handling multiple chats.
• Strong attention to detail and accuracy.
• Ability to stay calm, organised, and professional in a busy environment.
• Emotional resilience handling sensitive conversations with compassion.
• Comfort with supporting vulnerable clients.
• Experience with digital platforms and CRM systems.
• Knowledge of debt solutions is advantageous; training provided.

Responsibilities

• Support clients primarily through Live Chat and WhatsApp, with occasional email, text and telephone.
• Build trust through clear, empathetic and professional written communication.
• Create accurate household budgets to assess debt solutions.
• Identify vulnerable clients and ensure appropriate support and signposting.
• Support clients facing financial hardship during challenging conversations.
• Record information accurately to enable a seamless client journey.
• Deliver high-quality, compliant and client-focused interactions.
• Manage multiple conversations while maintaining exceptional service standards.

Skills

Excellent written communication

Fast typing

Attention to detail

Emotional resilience

Digital platforms

CRM systems

Debt solutions knowledge

Tools

CRM systems

Job description

About The Role

Department: Acquisition – Assessment

Salary: £26,436.80 FTE, plus bonus and an up to £5,000 annual antisocial hours allowance (paid monthly, subject to meeting working requirements)

Location: Grantham or Remote

Hours: 35 hours, The department operates between 8:00am and 11:00pm Monday to Thursday, 8:00am to 8:00pm Friday and 9:00am to 5:00pm at weekends. Shift patterns apply.

Start Date: 30th November

Help change lives through digital support

We're looking for Digital Case Officer’s to join our fast-paced, client-focused Assessment Team. This role is ideal for someone who enjoys written communication, thrives in a digital environment, and is passionate about helping people overcome financial challenges.

As the first point of contact for many clients, you'll provide guidance and support through digital channels, helping them understand their options and take positive steps towards a debt‑free future. While every conversation is different, many of our clients are facing significant financial pressures and uncertainty. You'll need to balance empathy and professionalism, supporting people through challenging situations while delivering a positive and compliant client experience.

What you'll be doing

• Supporting clients primarily through Live Chat and WhatsApp, with occasional contact via email, text message, and telephone.
• Building trust and rapport through clear, empathetic, and professional written communication.
• Creating accurate and sustainable household budgets to assess suitable debt solutions.
• Identifying vulnerable clients and ensuring they receive appropriate support and signposting.
• Supporting clients who may be experiencing financial hardship, stress, anxiety, or other difficult circumstances, often during emotionally challenging conversations.
• Recording information accurately to enable a seamless client journey.
• Delivering high-quality, compliant, and client‑focused interactions.
• Managing multiple conversations while maintaining exceptional service standards.

What we're looking for

• Excellent written communication skills with a professional and empathetic approach.
• Fast and accurate typing skills, with the ability to manage multiple chats effectively.
• Strong attention to detail and a commitment to accuracy.
• The ability to remain calm, organised, and professional in a busy environment.
• Strong emotional resilience, with the ability to handle sensitive and sometimes distressing client conversations with compassion and professionalism.
• Confidence in supporting clients who may be vulnerable, overwhelmed, or facing difficult financial circumstances.
• Confidence in using digital platforms, CRM systems, and technology.
• Knowledge of debt solutions would be advantageous, although full training will be provided for candidates with the right aptitude and attitude.
• A target‑focused mindset and commitment to delivering outstanding client outcomes.

If you're a resilient communicator who thrives in a digital‑first environment and is passionate about helping people navigate challenging circumstances, we'd love to hear from you.

About Us

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 people’s lives whilst enjoying what you do!

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.