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Insolvency Customer Support - Lancashire, Manchester, M21 0

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Reports to: IVA Post Appointment Team Leader

Location: Manchester City Centre (M3 5FS)

Salary: £18,000 - £21,000

Role Summary:

An exciting opportunity has arisen for an Insolvency Customer Support to join our rapidly growing, dynamic and fast paced organisation.

This role sits within the IVA Post Appointment Department which is responsible for the supervision of IVA's from acceptance to completion or failure. The IVA Post Appointment Customer Support role is responsible for dealing with consumer queries regarding their IVA and providing technical advice. The role also includes referring clients to relevant specialist teams.

Main Duties and Responsibilities:

The Post Appointment IVA Customer Support will be expected to have excellent communication skills, verbal and written, as the job requires emailing and answering inbound telephone queries alongside making outbound calls to clients to follow up queries or chase missing information. The IVA Customer Support must maintain call answer rates in line with Service Level Agreements.

The Insolvency Customer Support will also be required to refer clients to relevant specialist teams depending on the nature of their enquiries and assist in the collection of client payments.

Using exceptional organisation skills, the successful candidate will maintain trackers and PDMs to ensure data validity and that any required reports are sent to the relevant stakeholders within statutory timeframes.

Other duties will involve:

Identifying trends and feed back to management on potential issues
Providing technical advice on IVA processes
Assist in dealing with Expressions of Dissatisfaction and Complaints

Person Specification:

Comprehensive knowledge of IVAs
Organized and able to prioritize work load
Positive professional engagement with management and other staff members
Pro-active with approach, confident to suggest and organise better ways of working
Attention to detail
Excellent communication skills
IT proficient
Enthusiastic and be able to motivate yourself as well as your team.
Previous experience of working within debt management (desirable)

Hours: 35 hours per week


Annual Leave Entitlement of 20 days per annum plus Bank Holidays, rising to 25 with length of service
Training and Development Opportunities
Contributory Pension Scheme
Cycle to Work Scheme
Childcare Vouchers
Employee discounts and cashback across major retailers
Subsidised onsite cafeteria with free breakfast on Mondays
Health Care Cash plan
(Please note that some employee benefits are only available upon successful completion of the probation period.)


MoneyPlus is situated within a short walking distance from the heart of the city centre with Manchester's Arndale Centre, Market Street, Deansgate and Spinningfields within easy reach - areas in which you can locate a wide range of shops, restaurants and bars. MoneyPlus has fantastic access to a wide range of transport links including train, bus and tram services also within walking distance.

About us:

Founded in 1996, MoneyPlus Group is one of the UK's largest and most trusted debt solution companies. Our aim is simple - we believe in providing customers with the best quality advice in a straight forward and honest manner. In addition to our debt solution services, we also offer a range of insurance and legal services to further help our clients and are able to provide money saving utility switching schemes.

At MoneyPlus we are committed to achieving the very highest standards in our sector. We are authorised and regulated by the FCA and are founding members of DEMSA, as such, we are aware of strict codes of conduct and how important reputation and integrity are to any business. We take great pride in our employees and the service we offer and want all our employees to have fulfilling and rewarding careers during their time with us.

Please note that all offers of employment at MoneyPlus Group are subject to pre-employment screening checks which consist of a CRB disclosure and a personal credit check. Providing false or misleading information or unsatisfactory pre-employment checks may result in the offer of a post being withdrawn.

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