Customer Resolutions Manager (12 Month Fixed Term Contract)
We have a great opportunity for Customer Resolution Manager to join the team on a 12 month fixed term contract. This will be remote with travel to branches.
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 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.
- Department
- Risk, Compliance & Customer Resolutions
- Locations
- Nostell Office
- Remote status
- Hybrid
- Employment type
- Full-time
About Us
Evlo is an independent personal loan lender based in the UK, with a diverse team of over 550 employees nationwide at over 60 locations.
Our customers apply online, receive a conditional decision in minutes, and finalise the loan in person at our branches. Our teams offer a case-by-case approach to all customers and are committed to professional, responsible lending. After verifying income and outgoings, we ensure we only lend to applicants what they can comfortably afford to repay.
We also strive to treat all our customers as we would want to be treated ourselves, with respect, fairness, and kindness.
As a business, we are committed to the highest standards of ethical and responsible behaviour, not because it sounds good to say so but because it is at the core of our culture and what we believe in.
About Evlo
Evlo offers unsecured personal loans to UK customers through its network of branches across the UK. We meet customers face-to-face to help people with their financial requirements, offering unsecured loans to homeowners and tenants. We offer personal loans from £1,000 to £15,000. Evlo is trading style of Everyday Lending Limited. Everyday Lending Limited is authorised and regulated by the Financial Conduct Authority.