Senior Customer Resolutions Manager

We have a great opportunity for Senior Customer Resolutions Manager for a fixed term 12 month contract to join the compliance function covering - driving the performance of the Customer Resolutions Team and overseeing Evlo's end-to-end complaints framework ensuring complaints are handled fairly, consistently and in accordance with FCE rules and guidance. The role is responsible for complaint quality, timeliness, management information, root-cause analysis and the delivery of sustainable improvements to customer outcomes.

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

Lead, coach and develop the Customer Resolutions Team, setting clear objectives and managing performance, capacity and quality.

Own and continually improve complaint policies, procedures, systems and controls, ensuring they remain effective, proportionate and aligned with regulatory requirements.

Ensure complaints are recorded, investigated and resolved fairly, consistently and within regulatory and internal timescales, with complete and accurate records.

Provide oversight and direction on complex, sensitive or high-risk complaints, agreeing the business position within delegated authority and escalating material matters where appropriate.

Maintain a robust quality assurance and calibration framework, using findings to support coaching, training and continuous improvement.

Produce timely and accurate complaints management information for senior management, including trend analysis, customer outcome insights, risks and recommended actions.

Coordinate applicable external complaints reporting and ensure information supplied to regulators or 3rd parties is accurate, complete and submitted on time.

Lead root-cause analysis, identify systemic issues or emerging risks, and work with relevant teams to agree and track remedial actions through to completion.

Use complaint insights to support Consumer Duty monitoring and improve products, processes, communications and customer support.

Champion clear, empathetic and accessible complaint handling, including appropriate consideration of customers in vulnerable circumstances.

Build effective working relationships across the business and promote a consistent, customer-focused approach to complaint handling.

Support and demonstrate Evlo's Core Values in all aspects of the role.

About you 

You’ll have experience working within an FCA or regulated company with extensive complaints and management experience. You will be able to evidence managing complex complaints and be able to make balanced and evidence based decisions. · Experience of complaints management information, trend analysis, root-cause analysis and action tracking will also be required. This is a leadership role and you will have experience of leading, coaching and developing a team. You will be required to travel occasionally to branches and team meetings.

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 (you can even buy and sell holiday days if needed!)

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