Customer Support Administrator

Are you looking for a fresh start? Do you see yourself having a career in Finance? We may have the role for you! Evlo are currently recruiting for a Customer Support Administrator. Evlo is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender in both 2020 & 2021, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! With customers at the heart of everything we do, we are proud that they rate us 4.7 stars out of 5 on TrustPilot and 4.9 out of 5 stars on Feefo.

If you have great people skills and are looking for a new and exciting challenge, we would love to hear from you! You will be provided with full training and development to give you every opportunity for success.

The Role

As a key member of the Customer Support team you will be responsible for supporting the Customer Support Department with various administrative tasks. You will handle a variety of customer related administrative duties and must do this in line with the Data Protection Act. This post is essential to the day to day running of, not only the Customer Support Department but, the business as a whole.

• To maximise customer satisfaction and business performance by providing administrative support
• Sort and Distribute incoming mail. You will respond to all necessary mail within your level of authority and be responsible for scanning post onto the appropriate customer’s account
• Generating and preparing various letters to be sent to customers
• Assist with office administration such as filling, photocopying, scanning, data entry and admin related duties
• Liaise with external companies regarding mutual clients.
• Keeping customers’ accounts up to date with correct and relevant information.
• Timely responses to SMS and emails to and from customer.
• Liaise with various debt management companies via online portal
• Regular reconciliation to ensure accounts are flagged correctly
• Manage and instruct all Ethicall requests from the Network
• Process deferment checklist requests for branch network
• Manage various tasks from the daily, weekly and monthly audit reports
• Managing vulnerable customer queues to ensure they are being reviewed in line with our business expectations and removing the flags where applicable
• Assisting the network with vulnerable customer queries and providing support via our Fresh service ticketing system, ensuring these are responded to in a timely manner
• Update accounts with Breathing Space information provided by .gov.uk portal
• Sending tailored messages to support and engage with vulnerable customers on behalf of the network, where appropriate
• Completing quality checks for the network based on a vulnerable key word report. Feed back to the individual branches where necessary and also report findings to Customer Support Manager to monitor trends and address any training needs
• Complete ad-hoc administration projects requested by line manager
• The Customer Support Administrator will be expected to work within agreed policies and procedures, and will receive quality assurance checks each month with feedback provided on how they can improve performance and/or quality and customer outcomes
• The Customer Support Administrator will be required to meet both individual and team targets each month and therefore should be a team player, supporting colleagues and sharing best practice across the team to deliver improved performance or customer outcomes

What we're looking for?

• Strong Interpersonal, relationship and communication skills
• Proactive nature with a good initiative
• Proficient in standard computer software (Microsoft Office programmes)
• High level of attention to detail
• Excellent organisation and time management

Rewards

Successful applicants will be provided with comprehensive training in the form of our company induction, delivered to you in your branch. Salary is competitive alongside an annual bonus scheme. This is supported by an extensive range of benefits:

• Annual Bonus scheme

• Private Healthcare for you and your partner

• Life Insurance

• 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, dedicated Mental Health First Aiders, Social and Charity Committees.