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For Companies At a Glance
- Tasks: Manage complaints and ensure compliance with industry standards while providing excellent customer service.
- Company: Join Evlo, a leading consumer finance company with a strong reputation for employee satisfaction.
- Benefits: Enjoy private healthcare, life assurance, generous pension contributions, and 25 days holiday.
- Other info: Remote work with opportunities for personal growth and community involvement.
- Why this job: Be part of a supportive team making a real difference in customer experiences.
- Qualifications: Experience in complaint handling within financial services and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We have a great opportunity for a Customer Resolutions Manager to assist the Senior Customer Resolutions Manager and Head of Compliance in the operation of the Evlo Complaints Function, ensuring all activities are compliant with FOS complaint handling rules and FCA guidelines. You will oversee and manage the complaints process and ELL database, ensuring consistent responses and adherence to timelines, and acting as a key point of contact for new complaints into Evlo.
Evlo is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender for the last 5 years, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! We pride ourselves in offering an inclusive, supportive workplace where employee satisfaction is key.
The Role
The role is a remote position with visits to branches when necessary and regular, in-person team meetings.
What you’ll be doing:
- Prepare, review and agree responses to complainants
- Demonstrate excellent customer service skills and knowledge
- Understand, commit and participate fully in managing service beyond customer’s expectations and to company standards
- Support and adhere to the Core Values of Evlo, including providing outstanding customer service, and execute these behaviours to their full extent and intent.
- Responsible for the timeliness and accuracy of all record-keeping functions and reports in respect of complaint monitoring
- Actively share best practices with the branch network
- Effectively and efficiently complete all duties and responsibilities as assigned to company standards
- Assist in maintaining the company's complaint procedures, providing regular recommendations to the business.
About you
You’ll have experience with complaint handling within financial services with strong communication and Microsoft Office skills. You will need to be able to evidence good numeracy and literacy skills and will also need to have experience of reporting. This role may require travel to branches in our network.
Rewards
We are offering a competitive salary depending upon experience accompanied by a range of excellent benefits including:
- Private Healthcare for you and your partner
- Life Assurance
- Excellent company pension 3% employee to 8% employer contribution
- 25 days holiday plus Bank Holidays
- 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.
Customer Resolutions Manager (12 Month Fixed Term Contract) in Wakefield employer: Everyday Loans Group
Contact Detail:
Everyday Loans Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Manager (12 Month Fixed Term Contract) in Wakefield
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Evlo on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint handling in financial services. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Show off your customer service skills during the interview! Share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate that you align with Evlo's commitment to outstanding service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Evlo team.
We think you need these skills to ace Customer Resolutions Manager (12 Month Fixed Term Contract) in Wakefield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolutions Manager role. Highlight your experience in complaint handling and customer service, as well as any relevant skills that match what we're looking for at Evlo.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and team members, it's crucial to demonstrate your strong communication abilities. Use clear and concise language in your application to reflect how you would handle complaints effectively.
Highlight Your Compliance Knowledge: We want to see that you understand FOS complaint handling rules and FCA guidelines. Mention any relevant experience or training you've had in compliance to show us you're the right fit for maintaining our high standards.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Everyday Loans Group
✨Know Your Stuff
Make sure you understand the complaints process and FOS complaint handling rules inside out. Brush up on FCA guidelines too, as these will be crucial in your role. Being able to discuss these confidently will show that you're serious about the position.
✨Showcase Your Customer Service Skills
Prepare examples of how you've gone above and beyond for customers in previous roles. Think about specific situations where you turned a complaint into a positive experience. This will demonstrate your commitment to outstanding customer service, which is key for this role.
✨Be Ready to Discuss Reporting
Since you'll be responsible for record-keeping and reports, come prepared to talk about your experience with reporting in financial services. Bring examples of how you've used Microsoft Office tools to manage data effectively, as this will highlight your organisational skills.
✨Embrace the Company Culture
Familiarise yourself with Evlo's Core Values and think about how you can embody them in your work. During the interview, express your enthusiasm for being part of an inclusive and supportive workplace. This will show that you’re not just looking for a job, but a place where you can contribute positively.