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.
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.
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£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
