Financial Support Supervisor in Birmingham

We’re looking for an experienced Financial Support Supervisor to join our Collections & Recoveries function, leading and coordinating a team of Collectors/Financial Support Consultants. This role is central to ensuring exceptional customer outcomes, robust regulatory compliance, and strong commercial performance across the full collections lifecycle. You will hold clear accountability for arrears performance and the quality of customer interactions, driving how we engage customers, identify vulnerability, apply forbearance, and deliver sustainable solutions.

At Evlo, we’re proud to be a market leader in consumer finance with over 15 years of success. As the 5‑time winner of the MoneyFacts Best Non‑Mainstream Lender, we offer a dynamic environment, exciting career growth, and a superb benefits package. We’re committed to creating an inclusive, supportive workplace where our colleagues can thrive.

The Role

You will lead a team of Collectors/Financial Support Consultants while working in close partnership with Regional Managers and Branch Managers. Your influence will shape how each region manages delinquency, applies lending standards, and improves customer outcomes. This partnership model ensures:

• Collections decisions are informed by real customer context and branch‑level lending practices
• Lending strategies evolve through insights gained from collections performance
• Colleagues maintain competence and apply call frameworks consistently

You’ll act as a subject matter expert, providing insight, challenge, and feedback on arrears performance and feeding key learnings back into the lending cycle. While branch leaders retain operational accountability, you will work collaboratively to:

• Align collections resource with delinquency trends
• Identify and address emerging risks early
• Improve outcomes through earlier intervention and tailored forbearance
• Lead end‑to‑end delivery of regional/divisional improvement plans

Ultimately, you ensure our teams remain competent, compliant, and effective—driving strong impairment control and customer‑focused performance.

Key Responsibilities

Lead, motivate, and develop a high‑performing team of Collectors/Financial Support Consultants. Set clear objectives, monitor performance, and take corrective action when needed. Deliver regular coaching to strengthen capability across the full collections journey, including forbearance and vulnerability. Oversee real‑time planning, capacity management, and succession planning. Foster a culture of accountability, collaboration, and continuous improvement.

Oversee collections activity from early arrears to long‑term delinquency and recoveries. Ensure compliant and consistent application of affordability assessments, forbearance options, and vulnerability frameworks. Drive operational efficiency and maintain process discipline across the team. Lead continuous improvement initiatives to enhance productivity, decision‑making, and customer experience.

Jointly accountable (with Network leadership) for portfolio health, arrears, cure rates, and customer outcomes. Own the quality of customer interactions and ensure sustainable, fair solutions. Monitor and deliver KPIs across collections, quality, and treatment. Use data and insight to identify trends, risks, and opportunities for improvement across both the collections team and branch network.

Act as a strategic partner to Regional and Branch Managers to deliver strong, sustainable portfolio performance. Provide structured feedback on lending quality and customer outcomes based on arrears data and collections insight. Create a meaningful two‑way feedback loop between lending and collections. Work collaboratively with Compliance, QA, and Operations to maintain strong governance and consistent standards.

Champion a customer‑centric culture built on honesty, empathy, and sustainability. Ensure vulnerable customers are identified early and supported appropriately. Provide oversight on complex or high‑risk cases.

Ensure full compliance with FCA regulations, Consumer Duty, SMCR, and internal policies. Embed Treating Customers Fairly (TCF) in all activity. Identify, manage, and mitigate operational and portfolio risks.

About You

You will bring:

• 2–5 years’ experience in collections within financial services
• Proven track record of strong personal collections performance
• Strong leadership ability
• Deep understanding of FCA regulation, Consumer Duty, and vulnerability
• Expertise in unsecured consumer credit and portfolio management
• Excellent communication skills and a passion for strong customer outcomes
• Ability to analyse performance data and insights into actionable improvements
• Demonstrable understanding of working with external specialist recoveries, including Debt Management Arrangements (DMA), IVAs, and Bankruptcy processes.
• Strong understanding of financial hardship and regulatory expectations (FCA, Consumer Duty, TCF).
• Ability to regularly travel across division

Rewards

We are offering a competitive salary depending upon experience accompanied by a range of excellent benefits including:

• Bonus scheme
• Private Healthcare for you and your partner
• 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
• Techsave scheme

At Evlo, employee satisfaction is key, and we are committed to being a great place to work. Evlo has an active Employee Forum led by our Voice Ambassadors, dedicated Mental Health First Aiders plus the opportunity to make a difference in local communities/supporting good causes by utilising up to 3 days’ paid charity/volunteering days per year.