I started out working in banking, and after a change in structure I was looking for additional opportunities. I joined IVC with a strong interest in financial processes and client support, particularly in roles where I could make a tangible difference to both businesses and customers. It offered a great combination of problem-solving, communication, and relationship management, which aligned well with my skill set and career goals.

You've progressed to Senior Case Official during your time with IVC. What has that journey been like, and what has helped you develop along the way?

My journey has been both challenging and rewarding. Starting as a Case Official allowed me to build a solid foundation in processes, systems, and client interaction. Progressing to Senior Case Official has given me more responsibility, including handling complex cases and supporting colleagues.

What’s helped me most has been continuous learning, guidance from experienced team members and managers, and a vested interest in improving on my own skills. Regular feedback and a supportive team environment have also been key in my development.

What does a typical day look like in your role?

I start the day out by setting the expectations for the workday, by allocating everything from emails to calls. I make sure that there is ample time for training as that is a key aspect of how the team works well.

I handle more complex or escalated cases, support team members when needed, and ensure processes are being followed efficiently. No two days are the same, which keeps the role engaging.

The Central Collections team plays an important role in supporting practices and clients. What do you enjoy most about being part of the team?

What I enjoy most is the impact we have. We help practices manage their debt positions while also supporting clients with understanding and managing their balances. It’s rewarding to find solutions that work for both sides, as well as using 3rd party resources to agree payment plans. I also value the team environment, there’s a strong sense of collaboration, and everyone is willing to support each other to achieve the best outcomes as well as enjoying a celebratory night out every now and then.

What skills or qualities do you think have been most important to your success in the role?

Communication is key, being able to clearly explain situations and listen to clients helps resolve issues effectively. Organisation and time management are also essential when handling multiple aspects of the business. Problem-solving skills and attention to detail ensure accuracy, while resilience and professionalism help when dealing with more challenging situations.

What's one thing people might not know about working in Credit Control that surprises people when they join?

People are often surprised by how much of the role is about building relationships. It’s not simply transactional, understanding clients’ circumstances and finding workable solutions is a big part of the job. Strong communication and empathy are just as important as financial knowledge. We must be empathetic and listen with intent.

What advice would you give to someone considering applying for a Case Official role?

Stay open to learning, ask questions, and take advantage of support from the team. If you’re proactive and willing to grow, there are great opportunities to progress within the role.

Finally, when you're not supporting clients and practices, how do you like to spend your time outside of work?

When I’m not at work, I enjoy riding my motorcycle as well as hiking (sometimes together). Spending time with family and friends as well as enjoying those hobbies help me stay grounded and motivated during the work week.