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.