Customer Resolutions Manager

Description:

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

To understand, commit and participate fully in managing service beyond customer’s expectations and to company standards

To support and adhere to the Core Values of Evlo, including providing outstanding customer service, and to 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

To 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 compliant 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 required 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 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