Customer Support Manager (Administration)

Are you looking for a fresh start and have managed a team preferably in financial services. We may have the role for you! Evlo are currently recruiting for a Customer Support Manager for our administration team to cover a maternity contract. Evlo is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender in both 2020 & 2021, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! With customers at the heart of everything we do, we are proud that they rate us 4.7 stars out of 5 on TrustPilot and 4.9 out of 5 stars on Feefo.

If you have great people skills and are looking for a new and exciting challenge, we would love to hear from you!

The Role

A key team member, the Customer Support Manager is directly responsible for specialist arrears management on behalf of the operations teams including forbearance, specialist collections and administration. The role will report directly into the customer operations manager and hold accountability for process and outcome adherence for cohorts of arrears customers.

The specific area will be administration on behalf of the network across the whole customer journey; from onboarding, to customers in significant financial difficulty, including those who enter Debt Management plans.

What you'll be doing:

• Managing the business area of administration and Debt Management, which is based in Trowbridge and consists of a team of administration associates and a team of specialist collections associates
• Managing key performance metrics in relation to customer outcomes and commercial results for the cohorts of arrears customers
• Identifying and managing performance issues within the team and ensuring all processes and procedures are adhered to standard
• Deputising for the customer operations manager where necessary
• Ensuring productive management of workloads with associated tasks, ie ensuring tasks are completely to a high standard and adhere to agreed SLAs
  
  

What we're looking for:

• Demonstrates and has experience in administration management and both short and long term forbearance cures, including debt management
• Track record of efficiently run teams in arrears management that can meet KPIs and short term target expectations
• Ability to identify areas that require improvement, and be able to build and manage processes to create efficiencies in these areas
• Experience in managing a team, identifying performance issues within the team, taking appropriate action as and when required e.g. coaching, mentoring, performance management
• Strong interpersonal and relationship skills that will connect Trowbridge collections into the senior operation teams
• Forensic account management around complex collections cases
• Extensive collections experience
  
  

Rewards

Successful applicants will be provided with comprehensive training in the form of our company induction, alongside support from the senior management team. Salary is competitive alongside a bonus scheme. This is supported by an extensive range of benefits:

Bonus scheme

Private healthcare

Life assurance

Excellent company pension 3% employee to 8% employer contribution

25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)

Cycle to Work vouchers

Retail Discounts

Tech scheme

At Evlo employee satisfaction is key and we are committed to being a great place to work. We offer three charity volunteering days and we partner with OnHand which promotes volunteering. Evlo has an active Employee Forum and dedicated Mental Health First Aiders.