Job Description

Register Your Interest – Credit Controller - Central 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.

Join Our Talent Community

We are always interested in hearing from individuals who would like to be considered for future opportunities within our Central Collections team.

While we may not have an active Credit Controller vacancy available at this time, we regularly recruit for these positions as our teams grow and evolve. By registering your interest, you'll join our talent community and may be contacted when a suitable opportunity becomes available.

As a Credit Controller (labelled internally as a "Case Official"), you would play a vital role in supporting our veterinary practices and clients by managing outstanding balances in a fair, professional, and customer-focused way. This role is 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, 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.

Typical Responsibilities

Client & Case Management

• 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.

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 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.

Skills & Experience We Typically Look For

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 act on feedback.

Desirable

• Previous collections experience.
• 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).

What Happens Next?

By submitting your details, you will be added to our talent pool for future Credit Controller opportunities. Our recruitment team may review your application and contact you if a suitable role becomes available that matches your skills and experience.

Please note that this is not an active vacancy and registering your interest does not guarantee an interview or offer of employment.

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.