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Customer Service Advisor (Finance)

Salary: £25,800
Location: Leeds City Centre (Hybrid working - 2 days WFH)
Hours: 35 hours per week (Monday - Friday shift patterns between 8:00am - 6:00pm)

Full-time, Permanent Position

We are seeking a proactive and detail focused Customer Service Advisor to join our client's dedicated team. This role is ideal for someone who enjoys supporting customers through complex financial situations, using strong communication, problem solving, and negotiation skills to deliver positive outcomes. You will play a key role in helping individuals navigate an important stage of their financial journey, managing cases from initial assessment through to solution setup, while ensuring both client needs and organisational requirements are met. No prior IVA experience is necessary, full training will be provided. We are particularly interested in candidates with transferable skills from customer service, financial services, case management, or complaint handling environments.
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The Key Responsibilities of the Customer Service Advisor:
* Manage a caseload of clients through the IVA preparation and setup process
* Gather, review, and assess financial and supporting documentation for accuracy and completeness
* Identify discrepancies or missing information and take appropriate action
* Act as the main point of contact for clients, guiding them through the process with empathy and professionalism
* Handle sensitive and complex conversations, offering practical solutions tailored to individual circumstances
* Communicate with external stakeholders to progress cases and negotiate sustainable outcomes
* Prepare clear and accurate written documentation to support case progression
* Maintain detailed and accurate records in line with company procedures and regulatory standards
* Ensure all work is compliant with internal policies, quality standards, and industry regulations
* Work collaboratively with colleagues to manage workloads and improve team performance
* Contribute to continuous improvement initiatives across the team
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The Key Requirements of the Customer Service Advisor:
Essential:
* Strong communication and relationship building skills
* Ability to handle sensitive conversations confidently and empathetically
* Good analytical skills with strong attention to detail
* Ability to manage workloads and prioritise effectively in a fast paced environment
* Proactive, resilient, and adaptable approach
* Customer focused mindset with a problem solving attitude
Desirable:
* Experience in financial services, debt advice, complaints handling, collections, or case management
* Background in regulated environments or roles involving negotiation and resolution
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Personal Attributes:
* Empathetic and client focused
* Confident and professional communicator
* Organised and detail oriented
* Resilient and adaptable to change
* Motivated to deliver positive outcomes
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The Successful Candidate Will Receive Excellent Benefits:
* Hybrid working model
* Structured training and development opportunities
* Opportunity to build a career within financial services
* Supportive, inclusive, and collaborative working environment
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Equality, Diversity & Inclusion:
We are committed to creating a diverse and inclusive workplace where everyone feels valued and supported. We welcome applications from individuals of all backgrounds and are happy to make reasonable adjustments throughout the recruitment process where required.
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Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.