Starting Salary: £19,000

Job Purpose:

To complete full financial reviews on all DM plans, to establish and understand each consumer’s circumstances in order that clear and comprehensive advice can be provided, that suitable solutions can be identified and that the consumer is empowered to make a considered and informed decision as to the most appropriate course of action to meet their financial and debt repayment needs.

Scope of Job

Principle Accountabilities/Responsibilities


  • Complete and capture a comprehensive assessment of each consumer’s circumstances; utilising prescribed scripts and decision trees for all debt management financial reviews. Actively assess the consumer’s account and discuss alternative products
  • Ensure that the most appropriate course(s) of action is/are explained to the consumer in a clear manner that is free from jargon. Resolving any outstanding queries to the satisfaction of the consumer, using your skills and knowledge to both educate and provide reassurance
  • Assist the consumer in making an informed decision and committing to an appropriate course of action
  • Provide the consumer with all the required information and documentation, ensuring that communications are correctly issued, compiled and returned
  • Confirming the consumers understanding of the plan, the duration of the plan and the fees payable
  • Ensure that all follow-up actions are completed and that the consumers are called back in a timely manner, in line with company standards
  • All notes and actions are to be clear and accurate on Debtman and all other systems in line with company training material
  • Ensure that all personal consumer information held on behalf of the consumer is correct, with accurate records being maintained for any changes discussed, in line with the requirements of the Data Protection Act
  • Full usage of a dialler used for campaign management as required to achieve the groups contact strategy, SLAs and KPI’s, remaining accessible when available to receive all inbound calls from customers and colleagues
  • Update the required spreadsheets / systems to monitor progress

Performance Management:

  • Take the appropriate action on receipt of calls, letters and emails from customers and various departments within MoneyPlus, within appropriate timescales
  • Appropriate questioning, resolving issues at their root cause whilst remaining focused and driven to assist a customer whilst acting in both the customer and the business interest
  • Achieve set objectives as agreed with the team leader for individual development
  • Achieve all key performance & call handling metrics (including quality assessments) on a consistent basis as outlined and confirmed by the department manager
  • Ensure all Training and Competence requirements and records are kept up to date and are fully documented and accessible
  • Demonstrate excellent telephone skills, particularly the ability to empathise with the consumer’s situation, ensuring that each consumer receives an excellent standard of service
  • Contribute to the overall performance of the Financial Planning team and support colleagues as and when required

Required Competencies / Behaviours:

  • Understands the importance of customer focus
  • Driven in order to deliver to 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


All Advisors have a duty to ensure that they have a working knowledge 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 be limited to:

  • Financial Conduct Authority Handbook, in particular PRIN, SYSC, CONC, CASS and TCF requirements
  • The group complaints procedure and FCA DISP
  • Data protection legislation
  • Anti-Money Laundering legislation
  • Health and Safety policy
  • Learning and Development induction material; specifically Data Protection, Anti-money laundering and Treating Customers Fairly

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 consumer journey and experience

Experience / Knowledge

  • Can demonstrate a minimum of 12 months experience in a consumer service / contact centre environment role
  • Financial industry experience is necessary and will have a working knowledge and understanding of the regulatory requirements within the Financial sector (refer to Compliance & Limits of authority section)
  • A good understanding of all debt solutions available in the UK, specifically debt management and IVAs
  • Have experience in a similarly fast-paced, targeted service environment
  • Understand methodology and application of consumer experience and first call resolution
  • High standard of organisational skills with the ability to plan and prioritise
  • Excellent written and verbal communication skills
  • High standard of organisational skills with the ability to plan and prioritise
  • Highly self-motivated with the ability to work on own initiative
  • Prides self on quality and is motivated by performance targets
  • Strong influencing, negotiation and analytical skills
  • Excellent Customer service skills
  • Strong ethical and moral desire to help customers in a difficult financial situation
  • Excel in a team environment
  • Willingness to be flexible depending upon the demands of the business

Apply now!

If you’re ready to take the next step and apply for this role, please complete the form above or send your CV to