Customer Service Advisor

7 months ago

Grantham, United Kingdom PayPlan Full time

Job Advert

**_ Are you Customer-focused, an excellent communicator with good listening skills? Then we may have something for you_**

**A bit about us**:
We help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay. We provide full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an excellent service.

We offer a full training package and if progression within your career interest you, we can support that too. That’s why over 90% of our managers have been promoted from within

With 28 days holiday (including bank holidays), charity days, fun inter team events, our summer fun-day (an aqua park, dragon boat racing, kayaking and karaoke amongst the activities) we want you to reach your potential and have fun doing it, that’s why its embedded in our company values.

We offer every colleague 2 charity days a year if they wish to help in the local community or support a charity, they hold close to their hearts. We have a clear vision of helping those in need, enjoying what we do and having fun doing it. We'd love you to join us too

**What can we offer you?**:
Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include free on-site parking at all our office locations, cycle to work scheme, access to our 24/7 Employee Assistance Programme, dedicated Wellbeing Champions across the business, and wellbeing rooms at all office locations, company pension, company-wide clubs, and groups, including running club, a football team and a menopause support group, extra benefits for long-serving employees, including additional holiday and much more.

**The role **IVA Client Support Case Officer**:
IVA Client Support works with clients who are in Individual Voluntary Arrangements (IVAs), ensuring that the maximum levels of client care is always adhered to.

A Case Officer within IVA Client Support will be responsible for supervising a case load of IVAs through to their completion. Reviewing their finances and requirements on a regular basis always ensuring the best outcome for the clients and their creditors.

**Salary**:£25,000 per annum

**Main Responsibilities**:

- Monitoring & maintaining a case load daily, working within SLAs/KPI’s.
- Client retention & income maximization (using tools available)
- Ensuring the client information is entered and updated accurately; covering all relevant details to ensure the clients ongoing care within the IVA.
- Working towards increased productivity to increase revenue and attrition.
- Take responsibility for your output, managing your caseload or diary and/or maximising your availability for making/receiving calls, digital communication.
- Checking modifications and clauses have been addressed and reported correctly.
- Proactively gain client trust by building rapport, acknowledging, and guiding whilst highlighting or proactively questioning the current or new vulnerabilities.
- Maintaining accurate and effective working practice (CPD, E learning)
- Maintaining a high level of integrity.
- Building and sustaining effective relationships with clients and creditors
- Ensuring that appropriate levels of technical and process knowledge are maintained with any concerns being highlighted to your Team Manager.
- Reviewing the correct solution.

**What key skills are we are looking for?**
- Excellent communication skills with the ability the understand the needs of the client, adapting conversations to ensure rapport and client care are built and maintained.
- Ability to work effectively in a team and as an individual.
- High level of customer care.
- Professional approach to colleagues, clients, and creditors.
- Negotiation skills.
- Attention to detail.
- The ability to work autonomously and prioritise your own workload.
- Positive with a flexible and enthusiastic approach.

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