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 inclusivity.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on equality, diversity, and continuous improvement.
- 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; experience in customer service is a plus.
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?
Were 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, youll 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; were more interested in your ability to communicate effectively, analyse information, build trust with clients and manage negotiations confidently.
About the RoleIn this role, youll manage a caseload of clients through the case preparation and solution set-up process, supporting them from initial information gathering through to final outcome. Youll review financial and supporting information, identify discrepancies or missing details, and ensure cases are accurate, complete and progressed efficiently. Youll 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. Youll also communicate with external stakeholders and negotiate realistic outcomes that balance both client circumstances and commercial considerations. Alongside managing case progression, youll 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. Youll work both independently and collaboratively with colleagues to manage workloads, support successful outcomes and contribute to continuous improvements across the wider team.
What Were Looking ForWere looking for someone with experience in a customer-focused, case management or regulated environment, ideally where youve handled detailed conversations, managed competing priorities and worked towards successful outcomes. Youll 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 & InclusionEquality, diversity and inclusion are incredibly important to us; we have a culture of belonging. Were always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. Its not just about the professional experience you bring; were interested in who you are and your potential. If theres an adjustment to our recruitment process that would help you to be your best, speak to our team and theyll be happy to help.
Customer Solutions Specialist (IVA's) - Leeds/Hybrid in Stockbridge employer: StepChange
As a Customer Solutions Specialist in Leeds, you'll be part of a supportive and inclusive work culture that prioritises employee growth and development. We offer comprehensive training and opportunities for career advancement, ensuring you can thrive in your role while making a meaningful impact on clients' financial journeys. With a focus on empathy and professionalism, our team fosters a collaborative environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Specialist (IVA's) - Leeds/Hybrid in Stockbridge
✨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 put in a good word for you.
✨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 crafting thoughtful responses. Think about how your past experiences relate to the role and be ready to share specific examples that showcase your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Solutions Specialist (IVA's) - Leeds/Hybrid in Stockbridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant skills and experiences. We want to see how your background aligns with the role of a Customer Solutions Specialist, so don’t be shy about showcasing your communication and negotiation skills!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex situations in the past. We love seeing candidates who can think on their feet and come up with practical solutions, especially in challenging circumstances.
Be Professional Yet Personable:While we appreciate professionalism, we also value a friendly approach. Use your application to convey your ability to build trust and rapport with clients, as this is key in our line of work. A touch of personality can go a long way!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s straightforward and ensures your details go directly to us, making it easier for us to review your application.
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. Brush up on financial terminology and be ready to discuss how you can help clients navigate their financial challenges.
✨Showcase Your Communication Skills
Since strong communication is key for this role, prepare examples of how you've effectively managed complex conversations in the past. Think about times when you’ve had to balance client needs with commercial outcomes and be ready to share those stories.
✨Demonstrate Empathy and Professionalism
This role involves sensitive discussions, so practice conveying empathy while maintaining professionalism. You might want to role-play difficult scenarios with a friend to get comfortable with handling challenging conversations.
✨Be Ready to Analyse
The job requires good analytical skills, so be prepared to discuss how you approach problem-solving. Bring examples of how you've identified discrepancies or missing details in previous roles, and explain your thought process in resolving those issues.
