Case Officer

7 months ago

Grantham, United Kingdom PayPlan Full time

Job Advert

**_ Are you Customer-focused, an excellent communicator with good listening skills? Then we may have something for you_**_
- **

**A bit about us**:
We help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay. We provide full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an excellent service.

We offer a full training package and if progression within your career interest you, we can support that too. That’s why over 90% of our managers have been promoted from within

With 28 days holiday (including bank holidays), charity days, fun inter team events, our summer fun-day (an aqua park, dragon boat racing, kayaking and karaoke amongst the activities) we want you to reach your potential and have fun doing it, that’s why its embedded in our company values.

We offer every colleague 2 charity days a year if they wish to help in the local community or support a charity, they hold close to their hearts. We have a clear vision of helping those in need, enjoying what we do and having fun doing it. We'd love you to join us too

**What can we offer you?**:
Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include free on-site parking at all our office locations, cycle to work scheme, access to our 24/7 Employee Assistance Programme, dedicated Wellbeing Champions across the business, and wellbeing rooms at all office locations, company pension, company-wide clubs, and groups, including running club, a football team and a menopause support group, extra benefits for long-serving employees, including additional holiday and much more.

**The role **IVA Client Support Case Officer**:
IVA Client Services department works with clients who have either been passed on via the Acquisition Team or who have been in a DMP for some time. The department will speak to the client, re-assess, and check their case before making a final decision about whether an IVA is the right plan for the client.

If it is decided that an IVA is the best option, then the IVA Client Services team will work with the client and the creditors to set the plan up.

Case Officers are responsible for helping and supporting clients to become financially secure by way of an IVA (or other solution where appropriate)

**Salary**:£25,000 per annum

**Main Responsibilities**:
Case Officers responsibility is to support the clients, their creditors (and our organisational needs where appropriate) in the client journey. This will be achieved through a pro-active approach to gaining the trust and commitment of the client and their creditors.

The Case Officer will ensure that their clients receive an IVA proposal that has the best possible chance of success, and that the outcome of the proposal is delivered with professionalism.

In addition, will also be responsible for:

- Proactively gain trust with clients by building rapport, listening, acknowledging, and guiding them through the processes
- Building and maintaining strong working relationships with colleagues and third parties
- Demonstrating daily that they are client driven and that they listen to their needs, responding in a supportive and empathetic way.
- Consistently checking that the client understands what an IVA involves. Discussing their alternative options, their obligations, and their next steps
- Following the departmental processes and for seeking guidance and support where needed
- Ensuring calls are relevant to the process and helpful to the client. Always being mindful of needs and expectations
- Always entering, updating, and maintaining information accurately. Ensuring all relevant details are covered and recorded.
- Ensuring that appropriate levels of technical and process knowledge are maintained with any concerns being highlighted to your Team Manager
- Suggesting change where you identify inefficient or ineffective working practices.

**What key skills are we are looking for?**
- 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 without the need for constant supervision.
- Excellent attention to detail with a methodical and thorough approach to your work
- A desire to show initiative and the ability to manage pressure and conflicting demands on your time.

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