Remote Digital Case Support Specialist

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

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.