Credit Controller - Central Collections & Support Team

Credit Controller – Credit Collections & Support Team

At IVC Evidensia, we are a leading veterinary services provider in Europe and North America with more than 2,500 clinics and hospitals across 19 countries and around 42,000 employees. We aim to have an extraordinary impact on animal lives, supporting in the region of 25,000 animals every single day across our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners.

At IVC Evidensia, our Central Collections team plays a vital role in supporting our veterinary practices and clients by managing outstanding balances in a fair, professional, and customer-focused way. As a Credit Controller (labelled internally as ‘Case Official’), you will be responsible for managing client accounts, engaging with clients through inbound and outbound contact, agreeing appropriate repayment solutions, and resolving cases efficiently while maintaining high standards of service, compliance, and empathy.

Whilst an entry-level role, this is more than just a Credit Controller position. The elevated level of customer service and engagement required provides a great opportunity for someone looking to build experience in a structured, supportive collections or customer contact environment, with clear development pathways into senior and leadership roles.

Key Accountabilities & Responsibilities

Client & Case Management

• Manage client accounts through inbound and outbound communication channels (phone, email and 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

Operational Delivery

• 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

Compliance, Risk & Quality

• Adhere to Debt Management Policy, Client Vulnerability Policy, Data Protection Policy and 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

Team & Continuous Improvement

• 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 & Qualifications

Essential

• 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 take on feedback

Desirable

• Previous experience in collections
• Experience working in a regulated or client-sensitive environment (e.g. healthcare, financial services or utilities)
• Awareness of vulnerability or affordability considerations (training will be provided)

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 a 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.

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