Careers at The Debt Advisor

Location: Bennett Jones Limited and The Debt Advisor Limited (Manchester office)
Reports to: The Directors
Department: Executive Office
Employment Type: Full-time

Scope of Work

The Executive Officer is responsible for supporting the organisation in maintaining smooth operations across various departments. This role focuses on brand management, HR oversight, staff onboarding, procurement, and general project management. The Executive Officer will also handle ad hoc tasks from the Directors and Senior Management Team (SMT), ensuring the efficient execution of internal processes and company events. They act as a key point of contact for all staff and stakeholders, ensuring internal communications are clear and operations are streamlined.

Duties and Responsibilities

1. Human Resources (HR) – Process and Oversight

• Oversee the HR process, including recruitment support, onboarding, and staff documentation.
• Ensure compliance with HR policies and procedures, managing new starters,
  leavers, disciplinaries and HR record maintenance.
• Coordinate with HR teams to address employee concerns and ensure a positive working environment is upheld.

Training – Process and Oversight

• Manage the development and implementation of training programs, ensuring staff retain company, industry and role specific knowledge.
• Coordinate internal training schedules and ensure staff development programs are
  aligned with business needs.
• Monitor and evaluate the effectiveness of training initiatives, suggesting improvements as needed.

3. Onboarding – Process & Oversight Staff

• Oversee the onboarding process for new employees, ensuring a welcoming and smooth introduction to the company.
• Manage staff introductions, door entry setups, and communication for new starters and leavers.
• Ensure all new hires are fully integrated into the team, with appropriate welcome materials and support.

4. Employee Performance & Appraisals – Process & Oversight Staff

• Develop a process for employee annual performance review and ensure upheld by line managers.
• Create a method to track employee KPIs that can be used to monitor performance.
• Business Communications & Events Planning
• Manage internal communications across departments, ensuring all employees are informed of key updates and initiatives.
• Plan and execute company-wide events, including staff meetings, workshops, team-building activities, and other corporate events.
• Act as the main point of contact for staff communications, handling queries and information dissemination.
• Develop a process of how the business receives communication from the Directors and Senior Management.

6. Brand Management

• Manage the company’s brand identity in internal and external communications.
• Ensure consistency in the messaging, tone, and style used in all communications, both online and offline.
• Collaborate with marketing or external agencies to uphold the company’s public image and develop promotional materials.

7. Project Management

• Lead and manage various organisational projects, ensuring they are delivered on time and within budget.
• Coordinate project timelines, team resources, and deliverables, ensuring regular updates to the SMT and Directors.
• Ensure smooth execution of company initiatives, driving continuous improvement and efficiency in operations.
• Document robust processes for project management, including relevant KPIs to track project success.

8. Ad Hoc Tasks

• Handle special projects or requests from the Directors and Senior Management Team (SMT).
• Provide administrative and operational support as needed to ensure high-level decision-making is executed efficiently.

9. Procurement and Office Supplies

• Manage the procurement process for office supplies, including vendor selection, contract review, renewals, and cancellations.
• Oversee office supply inventory, ensuring cost-effective purchasing and timely deliveries.
• Review contracts with suppliers, ensuring best practices in terms of pricing and service levels.
• Develop a purchasing process to ensure the cheapest vendors are utilised.

Qualifications and skills

Education: Relevant professional certifications or courses in Project Management, HR, or Communications are preferred.

Experience: Proven experience in office management, executive support, or a similar administrative role.
Knowledge:

• Strong understanding of brand management and internal communications.
• Knowledge of HR policies, onboarding processes, and general administrative
  practices.
• Proficiency in Microsoft Office Suite and project management software.

Skills:

• Excellent communication and interpersonal skills, with the ability to build positive relationships across the organisation.
• Strong organisational and time-management skills, with the ability to handle multiple tasks simultaneously.
• High attention to detail and the ability to problem-solve effectively.
• Ability to manage confidential information with discretion.

Key Competencies:

• Adaptability: Flexibility to handle changing priorities and ad hoc tasks as needed.
• Collaboration: Ability to work closely with Directors, SMT, and other internal teams to ensure smooth operations.
• Initiative: Proactive in identifying issues and opportunities for improvement within the organisation.
• Customer Focus: Demonstrates a service-oriented approach in dealing with staff and external suppliers.

This job description outlines the essential duties and responsibilities for the Executive Officer role. The ideal candidate will bring strong administrative and project management skills to support the organisations leadership and maintain efficient day-to-day operations.

To apply – please contact Elaine Kibble

• Department: The Debt Advisor
• Responsible to: Debt Management Team Leader
• Hours of work: 35 hours per week
• Main Purpose: To support the Debt Management Team Leader to maintain an existing book of Debt Management Clients across the key functions of Financial Review, Credit Control, Customer Service and Creditor Liaison. Previous experience of at least one of these areas is essential.

The Debt Advisor is a rapid growing business with a firm foothold in the IVA and Debt Management market. We are looking to expand the team to reach even more prospective consumers, and continue to do what we do best; by helping people find the most appropriate solution for their financial needs. The Debt Advisor is regulated by the FCA, and ensures that the highest possible standards of service are provided throughout.

Principal Duties and Responsibilities

• Completing annual and ad-hoc income and expenditure reviews
• Liaising with clients regarding any changes to payments as required.
• Maintaining and updating client payment schedules
• Communicating with clients via phone/SMS/email ensuring all conversations follow GDPR regulations
  and business policies
• Liaising with the team leader and management team
• Updating CRM platforms.
• Complying with all business policies and procedures
• Any such duties that may be required by the business
• Performing tasks and duties with the following regulatory requirements and policies in mind:
  o FCA (financial conduct authority)
  o CD (consumer duty)
  o CASS (client asset sourcebook)
  o TCF (treating customer fairly)

Key Performance Indicators of the role

• 90% of payments collected on the cases reviewed per month
• Score 90% on call audits
• Score 80% on internal audits
• Attend 100% of training

KPIs will be reviewed on a quarterly basis. Annual staff performance development reviews (PDR) will be held and professional development plans created to encourage progression within the business

Key Competence Requirements

• Experience in the debt management industry (ideally 12 months)
• Ability to work with all levels of staff, and with the utmost professionalism
• Excellent organisational, administrative and IT skills
• Ability to work under pressure and meet deadlines
• Effective time management skills

To apply – please contact: elaine.kibble@thedebtadvisor.co.uk
Or Call: 07517109632

• Department: The Debt Advisor
• Responsible to: Head of Operations
• Hours of work: 35 hours per week
• Main Purpose: To provide whole of market advice to prospective consumers

The Debt Advisor is a rapid growing business with a firm foothold in the IVA and Debt Management market. We are looking to expand the team to reach even more prospective consumers, and continue to do what we do best; by helping people find the most appropriate solution for their financial needs. The Debt Advisor is regulated by the FCA, and ensures that the highest possible standards of service are provided throughout.

Principal Duties and Responsibilities

• Being the first point of contact for any customer that reaches out to us for financial help. An initial advice call involves finding out about the individual’s circumstances to include their income and expenditure and creditor details. You will be required to assess the information provided and identify the best solution to help clear their debts as soon as possible. You will be expected to have a good working knowledge of all potential debt solutions including IVA, Bankruptcy, Debt Management, budgeting as well as debt consolidation i.e. remortgaging/secured loans and unsecured loans. (Training will also be provided)
• You will use our client management system to record and update the appropriate details securely.
• You will also follow scripted guidance to ensure that The Debt Advisor brand, ethos and brand approach
  is carried consistently across our Business and all processes.
• You will be required to follow a contact strategy for any prospective consumers, our dialler system facilitates this. You will be required to note our client management system effectively, accurately and in a timely manner. You will need to maintain a large workload and push forward with case
  progression.
• You will also be responsible for requesting and chasing up supporting documentation such as bank statements, pay slips etc. Also ensuring that any customer moving on to the next stage of financial help, whether it be an alternative team within The Debt Advisor, or being signposted elsewhere, they receive a smooth and secure handover.
• You will be expected to keep to guidelines aimed at maintaining quality; taking into account any feedback provided from quality monitoring assessments completed on your calls. These will be completed on a weekly basis.

Key Performance Indicators of the role

• 90% of payments collected on newly onboarded consumers
• Score 90% on call audits
• Score 80% on internal audits
• Attend 100% of training

KPIs will be reviewed on a quarterly basis. Annual staff performance development reviews (PDR) will be held and
professional development plans created to encourage progression within the business

Key Competence Requirements

• Experience in working in an FCA advice/environment (ideally 12 months)
• Ability to work with all levels of staff, and with the utmost professionalism
• Excellent organisational, administrative and IT skills
• Ability to work under pressure and meet deadlines
• Effective time management skills

To apply – please contact: elaine.kibble@thedebtadvisor.co.uk
Or Call: 07517109632

Location: Bennett Jones Limited and The Debt Advisor Limited (Manchester office)
Reports to: Payments and Reviews Team Leader
Department: Payments and Reviews
Employment Type: Full-time
Main Purpose: Contact clients regarding arrears and manage any payment difficulties
Hours of work: 35 hours per week

Principal Duties and Responsibilities

• Prioritise work through arrears reporting on a daily basis and speak to clients about arrears through both inbound and outbound communications.
• Process card payments and set up recurring payments.
• Complete ad-hoc income and expenditure reviews, where required.
• Discuss any changes to payments required with clients and those in extreme financial difficulty.
• Liaise with other teams regarding case progression within the Supervisory department.
• Liaising with the team leader and insolvency practitioner about cases.
• Any such duties that may be required by the business.

Key Performance Indicators of the role

• Emails/tasks actioned within 24 hours of receipt.
• Volume of collections above 92%.
• Value of collections above 95%.
• Payment breaks below 5% of book.
• Score 90% on call audits.
• Score 80% on internal audits.
• Attend 90% of training.
• Complete 36 hours of CPD per year.

KPIs will be reviewed on a quarterly basis. Annual staff performance development reviews (PDR) will be held and professional development plans created to encourage progression within the business.

Key Competence Requirements

• Previous payment support experience preferred but not essential.
• Ability to work with all levels of staff.
• Professionalism and approachable manner.
• Excellent organisational, administrative and IT skills.
• Excellent attention to detail, problem solving and ability to analyse information.
• Ability to work under pressure and meet deadlines.
• Effective time management skills and ability to use their own initiative.

To apply – please contact Elaine Kibble

Location: Bennett Jones Limited and The Debt Advisor Limited (Manchester office)
Reports to: Customer Care Team Leader
Department: Post-Appointment
Employment Type: Full-time
Main Purpose: Initial point of contact for clients. Dealing with a range of queries
Hours of work: 35 hours per week

Principal Duties and Responsibilities

• Communicating with clients via various means of communication ensuring all conversations
  follow GDPR regulations.
• Assist Creditor Liaison as and when required.
• Manage and action specific modifications.
• Liaising with the Insolvency Practitioners about cases.
• Any such duties that may be required by the business.

Key Performance Indicators of the role

• Emails actioned within 24 hours of receipt.
• Dropped calls below 10%.
• Score 90% on call audits.
• Score 90% on internal audits.
• Attend 90% of training.
• Complete 36 hours of CPD per year.

KPIs will be reviewed on a quarterly basis. Annual staff performance development reviews (PDR) will be held and professional development plans created to encourage progression within the business.

Key Competence Requirements

• Ability to work with all levels of staff.
• Professionalism.
• Excellent organisational, administrative and IT skills.
• Ability to work under pressure and meet deadlines.
• Effective time management skills.

To apply – please contact Elaine Kibble

Location: Bennett Jones Limited and The Debt Advisor Limited (Manchester office).
Reports to: Payments and Reviews Team Leader.
Department: Payments and Reviews Team.
Employment Type: Full-time.
Main Purpose: Complete client income and expenditure reviews as and when required.
Hours of work: 35 hours per week.

Principal Duties and Responsibilities

• Completing annual and ad-hoc income and expenditure reviews.
• Discuss any changes to payments required with clients.
• Liaise with other teams about the outcome of reviews.
• Communicating with clients via phone/SMS/email ensuring all conversations followed GDPR
  regulations.
• Liaising with the team leader and insolvency practitioner about cases.
• Any such duties that may be required by the business.

Key Performance Indicators of the role

• Full packs assessed and triaged within 24 hours of receipt.
• 80% of reviews due completed per month.
• Average packs assessed 2 per working hour.
• Score 90% on call audits.
• Score 80% on internal audits.
• Attend 90% of training.
• Complete 36 hours of CPD per year.

KPIs will be reviewed on a quarterly basis. Annual staff performance development reviews (PDR) will be held and professional development plans created to encourage progression within the business.

Key Competence Requirements

• Ability to work with all levels of staff.
• Professionalism.
• Excellent organisational, analytical administrative and IT skills.
• Ability to work under pressure and meet deadlines.
• Effective time management skills.

To apply – please contact Elaine Kibble