Senior Collections Case Official

IVC Evidensia; Bristol; Hybrid; GBP 30,000 - 50,000; Full time

Job description

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Senior Collections Case Official

Healthy animals and happy owners - that's the goal.

IVC Evidensia is proud to be one of the world's leading veterinary care providers based in 20 different countries. IVC Evidensia has revenues of over £3.4bn and a network of more than 2,500 sites, including first opinion clinics, hospitals and out-of-hour centres and a number of pet crematoria and other ancillary businesses. IVC Evidensia operates a high growth model, typically looking to acquire around 300 sites a year across all countries.

We are looking for a Senior Collections Case Official to lead and support a small team of Collections Case Officials, ensuring that team objectives are met.

Reporting to the Collections Manager, this role plays a key part in helping our UK veterinary practice clients who may be experiencing financial difficulties. The team provides support through inbound and outbound communication, case management, and resolution of debt-related queries and complaints. Our goal is to assist clients in resolving their debt efficiently while balancing both business and customer needs.

The Senior Collections Case Official will work the same client portfolio and hours as the team. Current working hours are 8am to 4pm or 9am to 5pm. The role operates on a hybrid basis, requiring office attendance two days per week, including a dedicated team anchor day on Wednesdays.

Key Accountabilities/Responsibilities:

1. Handle inbound client contacts and outbound collection campaigns.
2. Take ownership of team success, ensuring objectives, SLAs, and KPIs are met.
3. Plan and allocate resources to maintain efficient team operations and manage workloads.
4. Act as an escalation point for complex debt-related queries from the team and other business areas.
5. Coach, mentor, and develop the team, helping individuals reach their full potential and maintain high performance.
6. Set and monitor team and individual objectives.
7. Conduct monthly 1-to-1s, as well as mid-year and year-end appraisals.
8. Manage attendance, sickness, and behaviour in line with company policies and values.
9. Monitor team performance, offering motivation, feedback, and coaching to improve productivity and customer satisfaction.
10. Ensure that policies and processes comply with relevant regulations.
11. Become a subject matter expert in debt collection policies and processes, sharing knowledge with the team.
12. Oversee and complete reporting and workload monitoring.
13. Carry out any other duties as required by the Collections Manager or Head of Collections.

About You:

You are an experienced leader with a proven track record of driving performance. You bring energy, motivation, and strong decision-making skills to the role and thrive in a fast-paced, customer-focused environment.

Experience/Qualifications:

1. Previous experience in a people management role is essential, with strong leadership skills.
2. Background in debt collection or a customer contact environment (B2C experience preferred but not essential).
3. Strong coaching and mentoring abilities with a passion for developing individuals.
4. Excellent communication skills, able to build and maintain relationships with customers and internal stakeholders.
5. Confidence in delivering training sessions to the team.
6. Strong planning and organisational skills.
7. Effective time management, with the ability to prioritise workloads.
8. Ability to make quick and effective decisions with integrity and tenacity.
9. Skilled in objection handling, problem-solving, and data analysis.
10. Experience in managing change and risk.
11. Committed to continuous improvement, open to feedback, and proactive in making adjustments.
12. A strong team player with a flexible, adaptable, and creative approach to work.

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 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.