Overview
Join to apply for the Customer Support Manager (Administration) role at Evlo. Evlo is an established market leader in consumer finance with over 15 years of history. Winners of MoneyFacts Best non-mainstream lender in 2020 & 2021, we offer dynamic growth opportunities and 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. This maternity contract covers administration for the team and related arrears management responsibilities.
If you have great people skills and are looking for a new and exciting challenge, we would love to hear from you.
The Role
The Customer Support Manager is a key team member directly responsible for specialist arrears management on behalf of the operations teams, including forbearance, specialist collections and administration. The role reports to the Customer Operations Manager and is accountable for process and outcome adherence for cohorts of arrears customers. The specific area will be administration across the customer journey for the network, 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, based in Trowbridge, consisting of a team of administration associates and specialist collections associates
* Managing key performance metrics in relation to customer outcomes and commercial results for cohorts of arrears customers
* Identifying and managing performance issues within the team and ensuring all processes and procedures are adhered to standards
* Deputising for the Customer Operations Manager where necessary
* Ensuring productive workload management and that tasks are completed to a high standard and adhere to agreed SLAs
What we're looking for
* Experience in administration management and forbearance cures, including debt management
* Proven ability to efficiently run teams in arrears management that meet KPIs and targets
* Ability to identify areas for improvement and build/manage processes to create efficiencies
* Experience managing a team, addressing performance issues, coaching, mentoring and performance management
* Strong interpersonal skills that connect Trowbridge collections to the senior operations teams
* Forensic account management around complex collections cases
* Extensive collections experience
Rewards
* Comprehensive training through company induction and support from the senior management team
* Competitive salary with a bonus scheme
* Extensive range of benefits including: private healthcare, life assurance, pension (3% employee to 8% employer), 25 days holiday plus bank holidays (buy/sell options), Cycle to Work, Retail Discounts, Tech scheme
* Volunteer days and an active Employee Forum with Mental Health First Aiders
Seniority level
* Mid-Senior level
Employment type
* Full-time
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