Role: Case Official - Central Collections and Support Team Location: Hybrid (2 Office days at Chocolate Factory in Keynsham with Wednesdays as Team anchor day) Contractual Hours: 37.5 Department: Central Collections Reporting to: Team Leader / Senior Case Official About the RoleOur Central Collections team plays a vital role in supporting our practices and clients by managing outstanding balances in a fair, professional, and customer-focused way. As a 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. This is an entry-level role and 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 / ResponsibilitiesClient and 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 ..... full job details .....