Case Officer/Costumer Support

Make a Difference in People's Lives with PayPlan

Are you passionate about helping others, an exceptional English language communicator, and seeking a role where your work truly matters? If so, we want to hear from you

About Us:

At 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.

What can we offer you?

At Payplan, we understand the importance of work-life balance and offer a range of benefits to support our employees' well-being. This includes a 35 hour work week, hybrid working opportunities and 20 days holiday allowance in year one increasing to a maximum of 28 days with seniority.

If you are customer-focused, an excellent communicator with good listening skills, and share our values of making a positive impact on our clients' lives, then we would love for you to be a part of our team.

The Role:

Our Case officers support our clients in every step of the journey, from helping them understand which of the support options we offer would be the best option for them, working with them to set up their solution and then supporting them through the length of that plan to becoming debt free. We want to make the journey to becoming debt-free as simple and stress-free as possible.

What We're Looking For:

• Outstanding Communication Skills: Proficient in written and spoken English, and ability to understand the needs of the client.
• Customer Service Excellence: A passion for providing exceptional service to support challenging and vulnerable clients.
• Team-Oriented: Great team player with confidence to work independently and manage demands on your time.
• Attention to Detail: Meticulous in your work and able to make informed, evidence-based decisions.
• Tech-Savvy: Comfortable with computers and quick to learn new IT systems and communication channels.

Key Responsibilities:

• Handle incoming and outgoing communications via phone, email, SMS, WhatsApp, and instant messaging.
• Gain trust with clients by building rapport, listening, empathising, and providing clear guidance.
• Ensure all client interactions are relevant, supportive, and aligned with their needs and expectations.
• Collaborate effectively with colleagues and third parties to deliver a quality service.
• Accurately enter, update, and maintain client information, ensuring all details are comprehensively recorded.
• Stay up-to-date with technical and process knowledge, seeking support when necessary.
• Proactively suggest improvements to enhance efficiency and effectiveness in our processes.

What We Offer:

• A friendly and supportive work environment in our central Lisbon office.
• Flexible work options, including the possibility of hybrid work.
• A base salary, plus bonus opportunities, lunch allowance, travel allowance, and other benefits.
• Comprehensive training to equip you with the skills needed to excel in your role.
• A 35-hour workweek, Monday to Friday, with shifts between 8:00 am and 8:00 pm.
• Compensation for days worked on Portuguese bank holidays.

Your application matters to us. Every application we receive is manually reviewed by our recruitment team—we do not use AI or automated systems to screen candidates. We're committed to giving each applicant fair and thoughtful consideration.

Join Us:

Ready to make a meaningful impact? Send your CV (in English) to and take the first step towards a rewarding career with PayPlan.

Job Type: Full-time

Pay: From 1,000.00€ per month