Manage client accounts through inbound and outbound communication channels (phone, email, letters).
Engage with clients to understand their circumstances and agree appropriate repayment solutions.
Resolve assigned cases through standard processes, ensuring timely and accurate outcomes.
Maintain a professional, empathetic, and customer-focused approach in all interactions.
Work to agreed treatment strategies, policies, and processes to deliver consistent outcomes.
Meet individual productivity, quality, and compliance targets.
Maintain accurate and complete case notes, records, and documentation.
Escalate complex, sensitive, or vulnerable cases appropriately to Senior Case Officials or Team Leaders.
Adhere to Debt Management Policy, Client Vulnerability Policy, Data Protection standards, complaints procedures, and the IVC Code of Responsibility.
Identify and flag potential vulnerability indicators and follow agreed support processes.
Participate in quality assurance activities and respond positively to feedback and coaching.
Maintain auditable records and follow required controls and procedures.
Participate in training, coaching, and team development activities.
Contribute to a positive team culture focused on accountability, learning, and continuous improvement.
Share feedback and ideas to improve client experience and operational effectiveness.

Experience in a customer service, contact centre, collections, or client-facing role.
Confident communicator with the ability to handle sensitive or challenging conversations calmly and professionally.
Strong attention to detail with the ability to follow processes and maintain accurate records.
Basic numeracy and literacy skills, with confidence using systems and technology.
Willingness to learn, develop, and act on feedback.
Previous collections experience (desirable).
Experience working in a regulated or client-sensitive environment (for example healthcare, financial services, or utilities).
Awareness of vulnerability or affordability considerations (training would be provided).

Credit Controller – Central Collections & Support Team

Key skills