Special Advice Team Case Officer
| Posting date: | 17 April 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,396.80 Increasing per internal salary bands upon demonstration of full role competency and departmental knowledge requirements |
| Hours: | Full time |
| Closing date: | 07 August 2025 |
| Location: | Grantham, NG31 7FZ |
| Company: | Totemic Ltd |
| Job type: | Permanent |
| Job reference: | 494 |
Summary
Job Advert
Here at PayPlan, we are looking for colleagues to join our welcoming and growing team. If you have strong communication skills,
ideally over the phone, and take pride in providing excellent customer service we would love to hear from you!
Ready to join? Read on to find out more about this role.
Who are PayPlan?
We believe that everyone should 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 are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our 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. 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 whilst
enjoying what you do!
Salary
As a Special Advice Team Case Officer, the successful candidate will be subject to a banded salary structure. The salary
progression is as follows:
* Initial Salary: £25,396.80
* Upon demonstrating full competency in the role: £28,000
* Upon demonstrating required departmental knowledge: £30,000
What would you be doing as a Special Advice Team Case Officer here at Payplan?
As a Special Advice Team Case Officer, you’ll often be the first point of contact for clients reaching out to PayPlan. Our Special
Advice Team deal with clients who are especially vulnerable. You will use open questions and conversational models to build trust
with our clients and support them on their journey to becoming debt-free.
We want to make the journey to becoming debt-free as simple and stress-free as possible.
Following a full and comprehensive training programme as a Special Advice Team Case Officer at PayPlan you will:
* Communicate with the clients via phone, email, texts, WhatsApp and live chat
* Proactively gain trust with vulnerable clients by building rapport, listening, acknowledging, and guiding them through their
journey
* Be able to use listening skills to ensure any indicators or non-verbal disclosures are dealt with appropriately
* Build and maintain strong working relationships with colleagues and third parties
* Be client driven, listening to their needs, being supportive and empathetic
* Engage with clients to support in starting their debt-free journey, gathering information to enable us to discuss the most
appropriate route for them.
* Act as an intermediary for vulnerable clients during calls and meetings with third-party providers such as local authorities,
to support in their completion of necessary actions and to assist to identify and enact the best possible solution to any
issues raised.
* Champion continuous improvement and new ways of working at every opportunity
About You:
* 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
* Ability to demonstrate empathy and understanding of the needs of vulnerable clients
* Ability to demonstrate strong resilience in the face of difficult conversations
* A great team player with the confidence to work independently
* Excellent attention to detail with a methodical and thorough approach to your work
* A desire to show initiative and the ability to multitask
* Willingness to engage with and progress through external learning.
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact HR@totemic.co.uk
Take a look at our website here [https://www.payplan.com/].
Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here
[https://www.hireful.com/privacy-policy].
Here at PayPlan, we are looking for colleagues to join our welcoming and growing team. If you have strong communication skills,
ideally over the phone, and take pride in providing excellent customer service we would love to hear from you!
Ready to join? Read on to find out more about this role.
Who are PayPlan?
We believe that everyone should 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 are proud to help and support our clients through their journey and in turn are committed to
making a positive impact on their lives.
Why work at PayPlan?
We are dedicated to making a difference in the lives of those in need and we would love for passionate, empathetic and
understanding colleagues to join us in our 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. 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 whilst
enjoying what you do!
Salary
As a Special Advice Team Case Officer, the successful candidate will be subject to a banded salary structure. The salary
progression is as follows:
* Initial Salary: £25,396.80
* Upon demonstrating full competency in the role: £28,000
* Upon demonstrating required departmental knowledge: £30,000
What would you be doing as a Special Advice Team Case Officer here at Payplan?
As a Special Advice Team Case Officer, you’ll often be the first point of contact for clients reaching out to PayPlan. Our Special
Advice Team deal with clients who are especially vulnerable. You will use open questions and conversational models to build trust
with our clients and support them on their journey to becoming debt-free.
We want to make the journey to becoming debt-free as simple and stress-free as possible.
Following a full and comprehensive training programme as a Special Advice Team Case Officer at PayPlan you will:
* Communicate with the clients via phone, email, texts, WhatsApp and live chat
* Proactively gain trust with vulnerable clients by building rapport, listening, acknowledging, and guiding them through their
journey
* Be able to use listening skills to ensure any indicators or non-verbal disclosures are dealt with appropriately
* Build and maintain strong working relationships with colleagues and third parties
* Be client driven, listening to their needs, being supportive and empathetic
* Engage with clients to support in starting their debt-free journey, gathering information to enable us to discuss the most
appropriate route for them.
* Act as an intermediary for vulnerable clients during calls and meetings with third-party providers such as local authorities,
to support in their completion of necessary actions and to assist to identify and enact the best possible solution to any
issues raised.
* Champion continuous improvement and new ways of working at every opportunity
About You:
* 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
* Ability to demonstrate empathy and understanding of the needs of vulnerable clients
* Ability to demonstrate strong resilience in the face of difficult conversations
* A great team player with the confidence to work independently
* Excellent attention to detail with a methodical and thorough approach to your work
* A desire to show initiative and the ability to multitask
* Willingness to engage with and progress through external learning.
If this sounds like the role for you, apply now or get in touch if you’d like further information. If you require any adjustments
to assist you in applying, please contact HR@totemic.co.uk
Take a look at our website here [https://www.payplan.com/].
Please note that your application will be submitted through Hireful. Hireful hold their own Privacy Policy which can be found here
[https://www.hireful.com/privacy-policy].