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- Tasks: Guide clients through their IVA journey with empathy and professionalism.
- Company: Join a supportive team dedicated to helping clients in financial distress.
- Benefits: Flexible working hours, training opportunities, and a culture of inclusion.
- 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.
- Other info: Dynamic environment with opportunities for personal and professional growth.
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, able 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) in Leeds employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor (IVA\'s) in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections and let them know you're on the hunt for a Customer Service Advisor role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Practice your pitch! When you get the chance to chat with potential employers, be ready to explain how your skills in client communication and negotiation make you the perfect fit for the role. Keep it clear and confident!
✨Tip Number 3
Show off your empathy! In interviews, share examples of how you've guided clients through tough situations. This will highlight your ability to connect and build trust, which is key for a Customer Service Advisor.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the info you need about the role and our company culture there.
We think you need these skills to ace Customer Service Advisor (IVA\'s) in Leeds
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.
Showcase Your Communication Skills: Since clear and concise written communication is key for this role, ensure your application is well-structured and free of errors. Use examples that demonstrate your ability to adapt your communication style to different clients.
Highlight Your Negotiation Experience: If you've got experience negotiating with clients or creditors, make it known! Share specific instances where you’ve successfully navigated sensitive discussions to achieve fair outcomes.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this meaningful opportunity to help others during challenging times.
How to prepare for a job interview at StepChange
✨Know Your Stuff
Before the interview, make sure you understand the IVA process inside out. Familiarise yourself with common client scenarios and the types of documentation required. This will help you answer questions confidently and show that you're ready to support clients effectively.
✨Show Empathy and Communication Skills
Practice how you would communicate sensitive information to clients. Use role-playing with a friend or family member to refine your approach. Demonstrating empathy and clarity in your communication will be key to building trust with both clients and creditors.
✨Prepare for Negotiation Scenarios
Think about potential negotiation situations you might face during the role. Prepare examples of how you've successfully negotiated outcomes in the past. This will showcase your ability to handle challenging conversations and find fair solutions.
✨Highlight Teamwork and Initiative
Be ready to discuss how you work well in a team while also taking initiative. Share specific examples from your previous roles where you collaborated with colleagues or took the lead on a project. This will demonstrate your adaptability and commitment to achieving the best outcomes for clients.