Team Manager - Relationship Management in Manchester

Company: Evolution Money

Location: Manchester City Centre

Job Type: Full-time

Basic Salary: £48,364

About Us:

Evolution Money is a Certified B Corp with a social purpose. At Evolution Money, our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.

The Role:

As our Team Manager, you’ll provide effective supervision of a team of Relationship Managers (Collections Advisors), to ensure that all customers receive the most appropriate financial solution which meets or exceeds company and regulatory requirements. You’ll assist in management of workloads ensuring adherence to company service level. You’ll provide support and coaching to relationship managers and complete daily payment/arrears related processing tasks.

Key Responsibilities

• To monitor and take ownership for a team of relationship managers and their ‘real time’ productivity.
• Ensuring the RM’s are available to handle work within SLA and meet business expectations, whilst ensuring the fair treatment of all customers in line with our customer charter.
• Completes all weekly/monthly activities to ensure ongoing competency of RM’s as set out in T & C & monthly monitoring scheme.
• Carry out activities as set out in the SOP’s document.
• Hold team meetings to share results and communicate performance against target.
• Conduct staff file audit to ensure accuracy and provide feedback where appropriate.
• Use effective tracking tools to monitor attendance, punctuality, performance and behaviour identifying and addressing negative and positive trends escalating to the head of department where required.
• Assist with staff recruitment when required, interviewing in conjunction with management and HR.
• Act as coach and or mentor where required to support ongoing development of staff and attainment of results.
• Undertake call monitoring and provide appropriate feedback to ensure call quality and compliance levels.
• To act as a first point of reference for all escalated queries.
• Adheres to company policy and mandates escalating to head of department where appropriate.
• To assist in the investigation of complaints in line with internal procedures where required.

Qualifications (minimum):

• Proven experience in developing and leading highly performing teams.
• Excellent customer service skills.
• Excellent communication skills and the ability to build effective working relationships at all levels and across all departments.
• Professional, self-motivated, pro-active individual, capable of assimilating information quickly to be effective in a short period of time and to meet tight deadlines.
• Up to date and working knowledge of all relevant legislation and regulation as stipulated by the FCA.
• Excellent PC skills including Microsoft Office applications.
• Ability to work towards targets and clear deadlines.

Here’s what you’ll get back:

• Up to 25 days’ annual leave + Bank Holidays.
• Your birthday off, every year!
• A healthcare cash plan.
• A contributory pensions scheme, matched up to 5%.
• Long Service Awards.
• Cycle to work scheme.
• Life Assurance.

Company Culture:

Join us on our journey to redefine financial inclusivity. As we continue to evolve, so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone. At Evolution Money, we value creativity, innovation, and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth, learning, and teamwork.

We are committed to encouraging equality, diversity and inclusion and aim to create a working environment where every employee is respected. We will provide fairness, and respect to all our prospective employees, and all hiring decisions are based on merit. We aim to ensure that no job applicant is placed at a disadvantage by practices or requirements which disproportionately disadvantage protected groups, and which are not justified by the demands of the role. Everyone is welcome at Evolution Money! We are proud in creating an inclusive and diverse culture in our Evo Team community. We want to ensure that you feel comfortable and can give your best throughout the recruitment process. We encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require. Please visit our careers site for additional information, along with contact details to reach us directly. Just search ‘Evolution Money careers’. Evolution Money is a Disability Confident Committed employer. We offer interview to anyone with disability who meets the minimum criteria for the role.