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For Companies At a Glance
- Tasks: Lead a team to ensure exceptional customer outcomes and compliance in financial collections.
- Company: Join Evlo, a market leader in consumer finance with over 15 years of success.
- Benefits: Competitive salary, bonus scheme, private healthcare, and generous holiday allowance.
- Other info: Exciting career growth opportunities and a commitment to an inclusive workplace.
- Why this job: Shape customer experiences and drive sustainable solutions in a dynamic environment.
- Qualifications: 2-5 years in collections, strong leadership skills, and a passion for customer outcomes.
The predicted salary is between 40000 - 50000 £ per year.
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
Key Responsibilities
Leadership & Team Management
- 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.
Collections Lifecycle & Operational Excellence
- 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.
Portfolio & Performance Management
- 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.
Business Partnering
- 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.
Customer Experience & Vulnerability
- 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.
Compliance & Governance
- 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
- 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
Financial Support Supervisor in Birmingham employer: Evlo
Contact Detail:
Evlo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Support Supervisor in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in collections and how it relates to the role of Financial Support Supervisor.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Financial Support Supervisor in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Financial Support Supervisor role. Highlight your experience in collections and leadership, and don’t forget to mention any relevant achievements that showcase your ability to drive customer outcomes and compliance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your skills align with our mission at Evlo. Be sure to mention your understanding of FCA regulations and your approach to managing vulnerable customers.
Showcase Your Leadership Skills: As a Financial Support Supervisor, leadership is key. In your application, provide examples of how you've motivated and developed teams in the past. We want to see how you’ve fostered a culture of accountability and continuous improvement!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Evlo
✨Know Your Numbers
As a Financial Support Supervisor, you'll need to demonstrate your understanding of key performance indicators. Brush up on metrics related to collections, arrears performance, and customer outcomes. Be ready to discuss how you've used data in the past to drive improvements.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities. Prepare examples of how you've motivated and developed teams in previous positions. Think about specific situations where you set clear objectives and monitored performance, and be ready to share these stories during the interview.
✨Understand Compliance Inside Out
Familiarise yourself with FCA regulations, Consumer Duty, and Treating Customers Fairly principles. Be prepared to discuss how you've ensured compliance in your previous roles and how you would apply these standards in the new position.
✨Emphasise Customer-Centric Approaches
Evlo values a customer-centric culture, so think about how you've championed customer experience in your past roles. Prepare to discuss how you've identified and supported vulnerable customers, and how you would foster this approach within your team.