At a Glance
- Tasks: Help clients navigate financial challenges and find practical solutions with empathy and professionalism.
- Company: Join a supportive team focused on client success and continuous improvement.
- Benefits: Gain valuable experience in a fast-paced environment with 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 while developing your negotiation and communication skills.
- Qualifications: Strong communication skills and a proactive attitude; no previous experience required.
The predicted salary is between 30000 - 40000 £ per year.
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.
About the Role
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.
What We’re Looking For
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 & 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 Solutions Specialist (IVA's) in Leeds employer: StepChange
Join a dynamic and supportive team as a Customer Solutions Specialist (IVAs) where your skills in communication, negotiation, and problem-solving will be valued. Our inclusive work culture prioritises employee growth and development, offering opportunities to enhance your career while making a meaningful impact on clients' financial journeys. Located in a vibrant area, we provide a collaborative environment that encourages innovation and continuous improvement, ensuring you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Specialist (IVA's) in Leeds
✨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 pitch! Be ready to explain why you're the perfect fit for the Customer Solutions Specialist role. Highlight your communication skills and problem-solving abilities in a way that resonates with potential employers.
✨Tip Number 3
Prepare for interviews by researching common questions and scenarios related to customer solutions and case management. Role-play with a friend to build confidence and refine your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Solutions Specialist (IVA's) in Leeds
Some tips for your application 🫡
Show Your Empathy:In your application, make sure to highlight your ability to handle sensitive conversations with empathy. We want to see how you can connect with clients and support them through tough times.
Be Detail-Oriented:Since this role involves managing complex cases, it’s crucial to demonstrate your attention to detail. Share examples of how you've successfully managed detailed information in previous roles.
Communicate Clearly:Strong communication skills are key for us. Use your application to showcase how you’ve effectively communicated with clients or stakeholders in the past, especially in challenging situations.
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 the role. Plus, it shows your initiative!
How to prepare for a job interview at StepChange
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Solutions Specialist and the importance of IVAs. Familiarise yourself with common financial terms and concepts, as well as the challenges clients face. This will help you speak confidently about how you can support clients through their financial journeys.
✨Showcase Your Communication Skills
Since strong communication is key for this role, prepare examples of how you've effectively communicated in past situations. Think about times when you’ve had to handle sensitive conversations or negotiate outcomes. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Demonstrate Empathy and Problem-Solving
Be ready to discuss how you approach difficult conversations with empathy. Share specific examples where you’ve helped someone navigate a challenging situation. Highlight your problem-solving skills by explaining how you assess information and find practical solutions that benefit both the client and the organisation.
✨Prepare Questions
Interviews are a two-way street, so come prepared with thoughtful questions about the team, company culture, and how success is measured in this role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.
