Customer Support Manager

The Customer Support Manager is responsible for overseeing and leading the Customer Support (collections) team and our ring-fenced Vulnerable Customer department within the company. The successful candidate will manage the early arrears strategy and the productivity and performance against set performance and telephony KPI’s. The Customer Support Manager will also ensure that good customer relationships are built and the right outcomes are delivered to customers at all times.

You will be a seasoned collections manager and instrumental to Moneyboat’s continuous improvement culture. Reviewing current processes to improve accuracy, speed, and service delivery is a vital part of your role. You will also support transformation projects across the Customer Support department to improve customer journeys, ensuring that all processes are in line with FCA regulatory requirements such as Consumer Duty, Treating Customers Fairly, and the Vulnerable Customer Policy.

There will be an expectation to continually suggest and produce updated collections strategy, driven by trend analysis, and using this to develop process improvements within the department to better support customers who fall into arrears and improve customer outcomes by utilising and analysing data to help guide your proposals.

Key responsibilities:

• Leading the Customer Support department to success through daily performance management, target setting, and colleague engagement programmes.
• Oversight and management of department quality performance ensuring Team Leaders provide timely feedback to Agents failing to meet our quality standards and ensuring that remediation to customers is applied where necessary.
• Review, update, and implement arrears management processes aligned to the Collections strategy to improve the quality of service and ensure the customer journey is consistent throughout all processes undertaken.
• Communicate with all departments of the business to assess impacts and implications of any changes.
• Work closely with the Team Leaders and wider stakeholders to spot trends and changes in colleague performance.
• Drive reward and recognition, support, and performance management as appropriate.
• Seek and implement opportunities to drive operational efficiencies.
• Provide direction and support to the team through regular communication via one-to-ones with direct reports and weekly team meetings.
• Drive a culture of top performance standards and create a motivated workforce.
• Be able to spot trends, track progress, and ensure company expectations are met.
• Provide valued feedback to your line manager where appropriate.
• Log and report any procedural breaches identified across the recoveries team, feeding back to relevant departments with assistance to mitigate risk.
• Work closely with key stakeholders to drive required change across the business.
• Embed and emulate our core values at all times.

Your skills & experience:

Essential:

• 2+ years of successful managerial experience in a Financial Services customer-facing arrears management role.
• An awareness and understanding of key regulatory requirements such as CONC, DISP, and Consumer Duty.
• Ability to drive high performing teams who are working remotely.
• Excellent customer service skills with experience of developing processes and procedures and the ability to confidently deliver these and resolve high-end customer satisfaction issues.
• Ability to manage a team that focuses on exceeding great customer service and achieving high goals and satisfaction for all parties concerned.
• Strong communication and decision-making skills.
• Analytical mindset with excellent problem-solving skills.
• A strong knowledge of Financial Services arrears management best practices.
• The ability to diffuse and resolve difficult situations professionally and ethically.
• Strong literacy and numeracy skills.
• Attention to detail and accuracy.

Desired:

• Performance and relationship management with third-party service providers.
• Experience of managing a vulnerable customer team.

About us:

We’re Evergreen Finance London, a UK-based direct lender that provides consumers with short-term loans from £200 to £1,500. We started our journey in 2014 with a vision to make a mark as a company that puts transparency, affordability, and quality service at the heart of everything we do.

We know the value of flexibility, creativity, and innovation in today’s fintech space, and we work hard to create and deliver best-in-class experiences that support our customers and give them the confidence they need to live life to the full.

Vision, Mission & Values:

Our vision, mission & values are what drive the amazing work we do. From the decisions we make to the actions we take, they form the foundations of Evergreen Finance London's brand & strategy. Our vision describes our view of the world because of Evergreen Finance London. It's the way we want it to be and the reason we keep going, even if times might seem tough. Empowering Financial Confidence, with seamless, responsible, and innovative financial solutions.

When people have access to the financial resources and knowledge that are right for them, we know they can do great things. We exist to help them get access to a solution that's right for them, even when others might have refused to help.

Our core set of values are what we hold to be true, no matter what. We have four core values here at Evergreen Finance London: Accountability, Care, Diligence, and Collaboration. Our vision, mission, and values guide everything that we do. They're the fundamental pillars of our company that make us who we are and help to ensure that anyone we interact with (internal or external) remembers Evergreen Finance London, what we do, and what we stand for.

Benefits:

• Time-off on Birthday.
• Gym benefits.
• Childcare benefits.
• Health cash plan.
• Aviva pension.
• Professional subscription benefits.

Please note that AI technology may be used as part of our recruitment and selection process to evaluate applications. All final hiring decisions continue to be made by our human recruitment team.