Customer Solutions Specialist (IVA’s) – Leeds/Hybrid

Do you enjoy helping people find practical solutions during difficult financial situations? Are you confident balancing client needs, detailed information and commercial outcomes to achieve the best possible result? Do you have strong communication and negotiation skills, with the ability to manage complex conversations professionally and empathetically?

We’re looking for a proactive and detail-focused Customer Solutions Specialist (IVAs) to join our Voluntary Arrangements team (internally known as an IVA Drafter). This is a great opportunity for someone with strong transferable skills in negotiation, customer resolutions, case management or financial services who enjoys problem solving and working in a fast-paced, client-focused environment.

In this role, you’ll support clients through an important stage of their financial journey, helping gather and assess information, manage complex cases and work towards sustainable outcomes that support both client needs and organisational standards. No previous IVA experience is required — we’re more interested in your ability to communicate effectively, analyse information, build trust with clients and manage negotiations confidently.

In this role, you’ll manage a caseload of clients through the case preparation and solution set-up process, supporting them from initial information gathering through to final outcome. You’ll review financial and supporting information, identify discrepancies or missing details, and ensure cases are accurate, complete and progressed efficiently. You’ll work closely with clients throughout the process, acting as a key point of contact and supporting them through sensitive and sometimes challenging conversations with professionalism, empathy and confidence. You’ll also communicate with external stakeholders and negotiate realistic outcomes that balance both client circumstances and commercial considerations.

Alongside managing case progression, you’ll prepare clear and accurate written documentation, maintain detailed records and ensure all work is completed in line with internal quality standards, policies and regulatory requirements. You’ll work both independently and collaboratively with colleagues to manage workloads, support successful outcomes and contribute to continuous improvements across the wider team.

We’re looking for someone with experience in a customer-focused, case management or regulated environment, ideally where you’ve handled detailed conversations, managed competing priorities and worked towards successful outcomes. You’ll bring:

• Strong communication and relationship-building skills
• Confidence handling sensitive conversations and negotiating outcomes
• Good analytical skills and attention to detail
• The ability to manage workloads and prioritise effectively in a fast-paced environment
• A proactive, resilient and adaptable approach to work

Experience within financial services, debt advice, complaints handling, collections, customer resolutions or case management would be beneficial, but is not essential.

Equality, diversity and inclusion are incredibly important to us; we have a culture of belonging. We’re always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. It’s not just about the professional experience you bring — we’re interested in who you are and your potential. If there’s an adjustment to our recruitment process that would help you to be your best, speak to our team and they’ll be happy to help.