IVA Supervision Administrator

Job Description

About UsAt MoneyPlus youll be joining a firm that will strive to support you and help you achieve your goals and ambitions. We expect you to work hard and behave professionally but well ensure you have fun along the way.Why do we need youTo be responsible for reviewing and monitoring the quality of IVA and Trust Deed statutory reports and processes, ensuring that all documents meet regulatory requirements. To have delegated IP authority for reviewing and signing of statutory reports.Whats in it for youWorking at MoneyPlus, youll have access to;

• An open mindset that embraces new ideas and methodologies, constantly striving to achieve more and support our customers and people.
• We are Investors in People Gold accredited, meaning that we take people practices and development seriously.
• An ingrained dedication and opportunities to support our company nominated charity, Manchester Youth Zone. With regular fun activities and dress down Fridays, were always looking to deliver more for our local community.
• Work perks a plenty, from a Medicash health planinclusive of 24/7 access to mental health support, everyday healthcare and treatments, cashback on glasses and more, to company-wide freebies, discounts through Perkbox and discounted Costco membership
• Our very own on-site caf with delicious curated weekly menus, serving subsidised meals. We also have a central tea point where you can top up on tea, coffee, and fresh fruit anytime. Free healthy breakfast is offered throughout the week.
• We are situated at a riverside office location close to the city centre with excellent transport links. We are a 2-minute walk away from buses to the centre, only a 7-minute walk away from Spinningfields and a 15-minute walk to St Peters square Metrolinkor Piccadilly gardens.
• A highly positive and fun company culture with seasonal social events, and celebrations and opportunities to connect with and recognise teams across the business

What do we need from you

• To complete technical reviews of statutory reports, providing feedback to the individual on areas for improvement.
• To produce annual reports, closure reports and variation reports whilst ensuring any outstanding matters are referred to the relevant team
• To monitor and drive workloads through departmental processes to ensure positive customer outcome.
• To identify areas for improvement and gaps in staff knowledge, designing and delivering the training to close the gaps and enhance the customer journey.
• To progress bespoke technical matters including, but not limited to sale of house, re-mortgage, repossessions, bankruptcy petitions, consumer death, insolvency service / HMRC queries.
• To answer consumer calls into the Supervision Team, ensuring they are answered within agreed timescales with accurate advice provided/action taken.
• Discuss implications of failing to remedy the breach whilst acting in the consumers best interest to ensure the successful completion of the IVA.
• To support the Supervision Team in making outbound calls to chase consumers for missing information.
• To challenge and question standards of work from processing teams.
• To ensure that all customer correspondence completed is issued in line with the timescales specified within each process.
• Answer front line technical queries from staff, customers and third parties where required.
• To be responsible for responding to escalated formal complaints within the timeframes detailed within the company complaints policy.
• To identify key trends and issues relating to the root causes of complaints and raising these matters to the management team.
• To identify efficiencies, risks or improvements within all departmental processes and ensuring that documented solutions are escalated to line manager in a timely manner.
• 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 third parties and consumers to provide a high level of consumer service.

What behaviours do we need you to have

• Understands the importance of customer focus.
• Driven 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: Be Human, Work Together and Dream Big.

What experience do you need

• Previous telephone-based experience in service roles.
• Organised and able to prioritise own workload.
• Strong communication skills, both written and verbal, with ability to provide constructive feedback to others.
• High accuracy and attention to detail.
• Positive and professional approach with the ability to motivate self and others.
• IT proficient (Word and Excel).
• Ability to work to targets and strict deadlines.

Are you ready to join usMoneyPlus is one of the UKs largest and most trusted financial solutions companies and with over 20 years experience, were firmly established in the sector. We strongly believe in providing the best quality advice and will go out of our way to do so.We need you to help us achieve our goals, are you ready to join us