Closing Date: 26th July 2017
Starting Salary: £19,000

Job Purpose:

To be responsible for inbound / outbound telephone calls and customer correspondence ensuring that the customer is fully assisted in resolving both payment and non-payment related issues to enable their plan to continue.

Scope of Job

Principle Accountabilities/Responsibilities


  • To be the first point of contact for calls and correspondence into the supervision team, ensuring that calls are answered within agreed timescales
  • To ensure accurate and complete responses to customer queries are provided within agreed timescales and to avoid any complaints
  • Appropriate questioning regarding missed payments and non-adherence with the terms of the arrangement to establish the appropriate solution for the consumer
  • Discuss implications of failing to meet the requirements of the IVA (non-payment and obligations) whilst acting in the consumer’s best interest to ensure the successful completion of the IVA / PTD
  • To ensure proactive collection of missed payments and other contributions, ensuring every attempt is made to convert card / giro / standing order paying consumers to Direct Debit
  • Updating and maintaining accurate payment schedules
  • Ensuring that all information held on a consumer is up to date and referred to when in contact with the consumer
  • Dealing with general supervisory queries, covering all areas of IVA administration
  • To ensure that all internal processing systems and trackers are accurately updated with all activity undertaken on a case
  • To always behave in a professional and effective manner when dealing with introducers, customers, creditors or 3rd parties to provide a high level of customer service.

Performance Management:

  • To achieve all KPI’s and SLA’s
  • To ensure efficient collection of both IVA and PTD payments and arrears in line with agreed policies and procedures
  • To ensure that breaches are remedied in line with agreed policies and procedures
  • To ensure that all timescales and regulatory requirements are adhered to on all cases, ensuring that any beaches are escalated immediately identified
  • Ensure that DPA is completed with all customers prior to the purpose of the call being disclosed
  • To ensure that all company guidelines are adhered to fully and all required procedures and processes are followed as set out by the business
  • To take personal accountability and ownership for your own performance / development ensuring, where required, you seek support to ensure success in your role


Required Competencies / Behaviours:

  • Understands the importance of customer focus
  • Driven in order to deliver against the needs of the business
  • Ability to work effectively within a team
  • Able to effectively communicate with both internal and external customers
  • Wants to progress and develop themselves within their role
  • Can exhibit the core values of the Company: Innovative, Client Centric, Collaborative, Respect and Integrity

Compliance and Limits to Authority


Customer Support Officers have a duty to ensure that they have an awareness of the latest published versions of regulatory guidance and any internal materials created to support adherence to legal obligations.  A list of publications would include, but not limited to:


  • Learning and Development induction material; specifically Data Protection and Anti-Money Laundering.
  • Data Protection Legislation.
  • Health and Safety policy.
  • ICAEW Regulations, Standards and Guidance.
  • The complaints procedure and timeframes.

Limits to Authority:

  • To recommend to Line Manager any potential operational developments / efficiencies / system enhancements and improvements.
  • To recommend to Line Manager any potential enhancements to the overall customer journey and experience.

Experience / Knowledge


  • Excellent communication skills, both written and verbal
  • Previous telephone based experience in customer service or collection roles
  • Ability to work to targets and strict deadlines
  • Organised and able to prioritise own workload
  • IT Proficient (Word & Excel)
  • Positive and professional approach with the ability to motivate self and others


  • Minimum 12 month’s experience in Insolvency or other financial services environment
  • Knowledge of the supervisory process of an IVA / PTD

Apply now!

To apply for this role, please complete the form above or send your CV to