Evergreen Finance

Customer Support

• 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.

Customer Support Manager

Financial Planning and Analysis

• Drive the annual budgeting and quarterly forecasting processes, coordinating inputs from budget holders and ensuring timely submission.
• Build and maintain financial models to assist with scenario planning, cost analysis, and business performance tracking.
• Variance analysis and commentary on monthly performance, with a focus on adding insight and identifying areas to increase business value.
• Support month-end reporting, ensuring accuracy and completeness of financial data across reporting systems.
• Prepare and maintain regular MI packs, KPI dashboards, and finance reports for senior management, working with operational functions to provide actionable insights.
• Assist with audit preparation and any regulatory reporting obligations as directed.
• Maintain and improve existing reporting templates and processes to increase efficiency and reduce manual effort.
• Build effective working relationships with budget holders and operational teams, providing financial information and supporting their understanding of performance.
• Support ad hoc financial analysis and business case preparation.
• Maintain awareness of relevant regulatory and compliance requirements within the financial services environment, ensuring reporting aligns with internal controls and governance standards.

Financial Planning and Analysis Manager

Backend Engineer

• Build and scale core backend services in Go
• Deliver high-performance systems for financial workflows
• Own APIs and service contracts for internal products
• Build with PCI-DSS, GDPR, and FCA requirements in mind
• Contribute to transition from legacy monolith to microservices
• Improve code quality through reviews and mentoring
• Collaborate with cross-functional teams

Customer Support Manager

Financial Planning and Analysis Manager

Senior Back End Developer