At a Glance
- Tasks: Guide clients through their IVA journey with empathy and professionalism.
- Company: Join a supportive team at a leading financial advice organisation.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Embrace diversity and inclusion in a culture that values your unique potential.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Experience in client-focused roles; strong communication and negotiation skills.
The predicted salary is between 25000 - 30000 £ per year.
Do you excel at gathering, analysing and interpreting detailed client information to build a complete and accurate financial picture? Can you confidently guide clients through sensitive debt-solution processes with clarity, empathy and professionalism? Are you skilled at negotiating fair outcomes and building strong, trust-based relationships with both clients and creditors?
We’re looking for a Drafter to join our Voluntary Arrangements team and play a crucial role in supporting clients through their IVA journey. This is a meaningful opportunity to help people at a challenging time in their lives while ensuring our IVA proposals are accurate, compliant and positioned for approval.
Your RoleIn this role, you’ll guide clients through their IVA process from initial set-up to the meeting of creditors, ensuring their experience reflects the expectations of both StepChangeVA and the client. You’ll verify and investigate client information, request additional documentation where needed, and maintain accurate records throughout. You’ll prepare IVA documentation for review by an Insolvency Practitioner, liaise closely with them where required, and manage all communication with clients and creditors during the drafting and approval stages. This includes negotiating fair and realistic modifications and canvassing creditor views when necessary. You’ll also provide alternative debt solutions when an IVA isn’t appropriate, collaborate with colleagues to ensure smooth case progression, participate in training and review meetings to maintain compliance, contribute to process improvements, and work in line with FCC policies, procedures and FCA conduct rules. Other duties may be required in line with the role.
About YouYou bring experience working in a client-focused environment, ideally with exposure to debt advice and IVA processes. You’re confident communicating by phone or face-to-face, and you’re comfortable working to targets while managing your own caseload. You listen carefully, ask the right questions and probe effectively, and you’re able to work under pressure while maintaining accuracy. Your written communication is clear and concise, and you can negotiate persuasively with both clients and creditors. You adapt your communication style to suit each client’s level of understanding, work well as part of a team while also using your own initiative, and remain flexible and open to change. Experience with Microsoft Word, Excel and Outlook is essential, while CPI/CPPI qualifications, previous IVA drafting experience or experience managing IVA cases pre-appointment are desirable but not essential.
Equality, Diversity & InclusionEquality, 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.
Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Boroughbridge employer: StepChange
At StepChangeVA, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. Our Leeds-based team enjoys the flexibility of a hybrid working model, comprehensive training opportunities, and the chance to make a meaningful impact in clients' lives during challenging financial times. Join us to be part of a dedicated team that values empathy, collaboration, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Boroughbridge
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or family can help you feel more confident. Focus on how you can guide clients through sensitive processes and showcase your negotiation skills.
✨Tip Number 3
Tailor your approach for each application. Research the company and understand their values. When you apply through our website, make sure to highlight how your experience aligns with their mission and client-focused environment.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can leave a lasting impression. Mention something specific from your conversation that relates to guiding clients or building trust, showing you’re genuinely interested.
We think you need these skills to ace Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Boroughbridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to reflect the skills and experiences mentioned in the job description. Highlight your client-focused experience and any relevant exposure to debt advice or IVA processes. We want to see how you fit into our team!
Showcase Your Communication Skills:Since this role involves guiding clients through sensitive processes, it’s crucial to demonstrate your clear and concise written communication. Use examples from your past experiences where you’ve successfully communicated complex information to clients or colleagues.
Be Authentic:We’re interested in who you are as a person, not just your professional experience. Don’t hesitate to share your motivations for applying and how you can contribute to our culture of belonging. Let your personality shine through!
Apply Through Our Website:To ensure your application gets the attention it deserves, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
How to prepare for a job interview at StepChange
✨Know Your IVAs Inside Out
Make sure you understand the ins and outs of Individual Voluntary Arrangements (IVAs). Brush up on the process, key terminology, and common challenges clients face. This will help you answer questions confidently and show that you're genuinely interested in helping clients navigate their financial situations.
✨Showcase Your Empathy
During the interview, demonstrate your ability to empathise with clients. Share examples from your past experiences where you've successfully guided someone through a tough situation. This will highlight your interpersonal skills and show that you can handle sensitive conversations with care and professionalism.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview, where you might have to negotiate with a 'client' or 'creditor'. Practise how you would approach these conversations, focusing on clarity and building trust. This will showcase your communication skills and ability to think on your feet.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and how they support their employees. This not only shows your interest in the role but also helps you gauge if the company aligns with your values, especially regarding equality, diversity, and inclusion.
