Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Hillsborough

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.

In 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.

You 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, 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.