Customer Support Manager
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Job Description
Customer Support Manager overseeing the collections team at Evergreen Finance. Responsible for managing arrears strategy, ensuring performance against KPIs, and enhancing customer satisfaction.
Responsibilities:
- Leading the Customer Support department to success through daily performance management, target setting and colleague engagement programmes
- Oversight and management of department quality performance ensuring Team Leaders provide timely feedback to Agents failing to meet our quality standards and ensuring that remediation to customers is applied where necessary.
- Review, update and implement arrears management processes as aligned to the Collections strategy to improve the quality of service and ensure the customer journey is consistent throughout all processes undertaken.
- Communicate with all departments of the business to assess impacts and implications of any changes
- Work closely with the Team Leaders and wider stakeholders to spot trends and changes in colleague performance.
- Drive reward and recognition, support and performance management as appropriate
- Seek and implement opportunities to drive operational efficiencies
- Provide direction and support to the team through regular communication via one to ones with direct reports and weekly team meetings
- Drive a culture of top performance standards and creating a motivated workforce
- Be able to spot trends, track progress and ensure company expectations are met.
- Provide valued feedback to your line manager where appropriate.
- Log and report any procedural breaches identified across the recoveries team, feeding back to relevant departments with assistance to mitigate risk
- Working closely with key stakeholders to drive required change across the business
- Embedding and emulating our core values at all times.
Requirements:
- 2+ Years of successful managerial experience in a Financial Services customer facing arrears management role.
- An awareness and understanding of key regulatory requirements such as CONC, DISP and Consumer Duty
- Ability to drive high performing teams who are working remotely.
- Excellent customer service skills with experience of developing processes and procedures and the ability to confidently deliver these, and resolve high end customer satisfaction issues
- Ability to manage a team that focus on exceeding great customer service and achieving high goals and satisfaction for all parties concerned
- Strong communication and decision making skills
- Analytical mindset with excellent problem solving skills
- A strong knowledge of Financial Services arrears management best practices.
- The ability to diffuse and resolve difficult situations professionally and ethically
- Strong literacy and numeracy skills
- Attention to detail and accuracy
Benefits:
- Time-off on Birthday
- Gym benefits
- Childcare benefits
- Health cash plan
- Aviva pension
- Professional subscription benefits
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