Customer Support Manager (Administration)

Overview

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Customer Support Manager (Administration)

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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 and 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 associatesManaging key performance metrics in relation to customer outcomes and commercial results for cohorts of arrears customersIdentifying and managing performance issues within the team and ensuring all processes and procedures are adhered to standardsDeputising for the Customer Operations Manager where necessaryEnsuring 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 managementProven ability to efficiently run teams in arrears management that meet KPIs and targetsAbility to identify areas for improvement and build/manage processes to create efficienciesExperience managing a team, addressing performance issues, coaching, mentoring and performance managementStrong interpersonal skills that connect Trowbridge collections to the senior operations teamsForensic account management around complex collections casesExtensive collections experience

Rewards

Comprehensive training through company induction and support from the senior management teamCompetitive salary with a bonus schemeExtensive 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 schemeVolunteer days and an active Employee Forum with Mental Health First Aiders

Seniority level

Mid-Senior level

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