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 a focus on personal development.
- 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 financial times.
- Qualifications: Experience in client-focused roles; strong communication and negotiation skills.
The predicted salary is between 30000 - 40000 £ 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 Role
- 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.
- Verify and investigate client information, request additional documentation where needed, and maintain accurate records throughout.
- 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.
- Negotiate fair and realistic modifications and canvass creditor views when necessary.
- 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 You
- Experience working in a client-focused environment, ideally with exposure to debt advice and IVA processes.
- Confident communicating by phone or face-to-face, and comfortable working to targets while managing your own caseload.
- Listen carefully, ask the right questions and probe effectively, able to work under pressure while maintaining accuracy.
- Clear and concise written communication, with the ability to negotiate persuasively with both clients and creditors.
- Adapt communication style to suit each client’s level of understanding.
- Work well as part of a team while also using your own initiative, remaining flexible and open to change.
- Experience with Microsoft Word, Excel and Outlook is essential.
- CPI/CPPI qualifications, previous IVA drafting experience or experience managing IVA cases pre-appointment are desirable but not essential.
Equality, Diversity & Inclusion
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.
Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Hyde Park 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 Hyde Park
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StepChange. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like StepChange before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (IVA\'s) - Leeds/Hybrid in Hyde Park
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to StepChange:Your cover letter is your chance to shine! Tell us why you want to work at StepChange specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at StepChange!
How to prepare for a job interview at StepChange
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
