Customer Support Administrator

Location: North Bradley

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 20 years of successful history. Winners of Money Facts Best non-mainstream lender for several years, 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 Trust Pilot 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 .(url removed) 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…