You joined IVC from a hospitality background. What attracted you to the Central Collections team, and what made you feel it was the right next step for your career?
After spending a number of years in hospitality, I realised that the part of the job I enjoyed most was working with people and solving problems. When the opportunity came up in the Central Collections team, it felt like a great way to take those skills into a new environment. It offered a new challenge, opportunities to learn, and the chance to build a career in a role where communication and customer service are just as important as they are in hospitality.
How has your experience in hospitality helped you succeed in your collections role?
More than people might think! Hospitality teaches you to think on your feet, stay calm under pressure and communicate with all sorts of personalities. Whether you're dealing with a busy restaurant on a Saturday night or a difficult conversation about finances, the key is listening, understanding the situation and finding a solution that works. A lot of those skills have transferred directly into collections.
Customer service is at the heart of both hospitality and collections. What does excellent customer service look like when you're supporting clients with financial conversations?
Excellent customer service means making people feel heard. Financial conversations can sometimes be stressful, so it's important to approach every interaction with empathy and without judgement. For me, it's about being approachable, explaining things clearly and helping clients understand the options available to them. If a client comes away feeling supported, that's a positive outcome.
What does a typical day look like for you in your role?
A typical day usually starts with reviewing my caseload and prioritising actions for the day ahead. From there, it's a mix of speaking with clients, reviewing financial information, agreeing payment solutions and responding to enquiries from practices and colleagues. No two days are the same, which keeps things interesting. One minute I'm reviewing an income and expenditure form, and the next I'm helping resolve a complex account query.
Tell us a bit about your team. What do you enjoy most about working with them?
The team is a great mix of experience, knowledge and personalities. Everyone is supportive and genuinely willing to help each other succeed. There's always someone to bounce ideas off or ask for advice, but there's also plenty of humour along the way. We work hard, but we have a good laugh too, which makes even the busiest days enjoyable.
What's one thing people might not know about working in Credit Control or Collections that might surprise them?
That collections is all about problem-solving and communication. A lot of the role involves understanding individual circumstances, finding realistic solutions and supporting people through situations that can sometimes be quite challenging. Empathy is just as important as financial awareness.
What advice would you give to someone working in hospitality who is considering a move into credit control?
Go for it. Hospitality gives you a fantastic foundation of transferable skills that employers value highly. If you can deal with a busy shift, manage customer expectations and resolve issues professionally, you're already well on your way. Be confident in the skills you've developed and don't be afraid to step outside your comfort zone.
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, you'll usually find me watching football, spending time with family and friends, or trying to convince myself that I'll finally stick to a fitness routine this time. I also enjoy getting away for weekends when I can and making the most of a good pub lunch. It's all about finding the right balance and recharging for the week ahead!