Customer Service Case Officer (hybrid/remote) ID-7930

About PayPlan

We believe that everyone deserves 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 take pride in our work and are committed to making a positive impact on our clients’ lives.

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Working at PayPlan

We are dedicated to making a difference in the lives of those in need and we invite you to join us in this 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.

What’s in it for you?

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 while enjoying what you do!

Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include one-hour paid lunch breaks, free on-site parking, cycle to work scheme, 24/7 Employee Assistance Programme, dedicated Wellbeing Champions, company pension, company-wide clubs and groups, and extra benefits for long-serving employees, including additional holiday and much more.

Responsibilities of our Case Officers

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.

You will be responsible for

  • Making and receiving calls, sending, and receiving emails, texts, and post, to and from clients and their creditors and voting agents
  • 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.
  • 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.

Key skills of a successful candidate

  • 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.

Customer Service Case Officer (hybrid/remote) ID-7930

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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