Credit Controller – Central Collections & Support Team

Overview

In this entry-level Credit Controller role within IVC Evidensia’s Central Collections, you will manage client accounts, contact clients to agree repayment plans, and resolve cases with accuracy and empathy. You will follow established processes to deliver timely outcomes and escalate complex cases when needed. This position offers clear development pathways into senior and leadership roles within a compassionate, customer-focused environment. You will contribute to the broader mission of supporting animal health across our international network. This is a chance to build experience in a structured collections or customer contact setting while helping veterinarians and clients alike.

Pay / Benefits

• Work-life balance
• 26 days annual leave
• Cycle to Work scheme
• Initiatives focused on employee wellbeing
• Pension
• Discretionary Bonus

Responsibilities

• Manage client accounts via inbound/outbound channels and agree repayment solutions
• Resolve cases using standard processes with timely, accurate outcomes
• Maintain professional, empathetic, customer-focused interactions
• Adhere to treatment strategies and policies to ensure consistency
• Meet productivity, quality, and compliance targets; maintain case notes
• Escalate complex or vulnerable cases to Senior Case Officials or Team Leaders
• Support quality assurance activities and respond to feedback
• Contribute to team development and share ideas to improve client experience

Key requirements

• Experience in a customer service, contact centre, collections or client-facing role
• Confident communicator able to handle sensitive conversations calmly
• Strong attention to detail and ability to follow processes
• Basic numeracy and literacy; comfortable using systems and technology
• Willingness to learn and take on feedback
• Desirable: previous experience in collections
• Desirable: experience in regulated or client-sensitive environments
• Desirable: awareness of vulnerability or affordability considerations

• customer-focused
• empathy
• clear communication
• calm under pressure
• attention to detail
• team collaboration

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