Customer Service Advisor - Leeds/HybridDo you excel at analysing financial information and turning it into clear, practical guidance for clients? Can you balance empathy with objectivity while helping people navigate challenging financial situations? Are you confident communicating with clients and creditors to keep IVA arrangements on track?This job is known internally as a Supervisory CaseworkerWe’re looking for a Customer Service Advisor to provide high‑quality debt advice and ongoing support to clients who have already entered into an IVA. This is a rewarding opportunity to help people maintain financial stability, manage changes in their circumstances and stay on course throughout the IVA process.What You’ll DoIn this role, you’ll guide clients through the ongoing management of their IVA, ensuring they receive accurate, timely and appropriate advice. You’ll conduct financial reviews by telephone and occasionally in person to gather up‑to‑date information, assess affordability and ensure clients are contributing a fair and sustainable amount. You’ll analyse financial details, prioritise debts and create realistic budgets that reflect each client’s circumstances, using IVA legislation and internal policy as a framework for decision‑making. You’ll negotiate sensitively with clients to minimise reductions in their payments, take action to amend deposits or creditor pay‑outs when required, and manage all IVA‑related tasks in line with current procedures. You’ll respond to enquiries from clients and creditors across phone, email and written channels, maintain accurate records in line with Data Protection requirements, and ensure all correspondence is handled within agreed timescales. You’ll stay informed about relevant legislation, deliver advice that meets quality standards, participate in meetings and workshops to improve processes, and work in full compliance with FCC policies, procedures and FCA conduct rules. Other duties may be required in line with the role.About YouYou’re someone who can quickly analyse complex financial situations and explain solutions in a way clients can easily understand. You communicate clearly, negotiate effectively with third parties and bring a calm, empathetic approach to every conversation while still offering realistic, objective advice. You’re confident using MS Word and Outlook, and while knowledge of money advice is desirable, it isn’t essential. What matters most is your ability to support clients with professionalism, accuracy and care.You’ll thrive here if you’re committed to delivering an exceptional client experience, enjoy working collaboratively with colleagues, and can adapt to changing requirements. You’re someone who takes ownership of your work, delivers on commitments and contributes positively to continuous improvement across the team.Equality, Diversity & InclusionEquality, 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.
