Customer Support Manager

Evergreen Finance

Customer Support Manager overseeing the collections team at Evergreen Finance. Responsible for managing arrears strategy, ensuring performance against KPIs, and enhancing customer satisfaction.

Posted 5/23/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-Level💰 £40,000 - £50,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

2+ Years of successful managerial experience in a Financial Services customer facing arrears management role.
An awareness and understanding of key regulatory requirements such as CONC, DISP and Consumer Duty
Ability to drive high performing teams who are working remotely.
Excellent customer service skills with experience of developing processes and procedures and the ability to confidently deliver these, and resolve high end customer satisfaction issues
Ability to manage a team that focus on exceeding great customer service and achieving high goals and satisfaction for all parties concerned
Strong communication and decision making skills
Analytical mindset with excellent problem solving skills
A strong knowledge of Financial Services arrears management best practices.
The ability to diffuse and resolve difficult situations professionally and ethically
Strong literacy and numeracy skills
Attention to detail and accuracy

Benefits

Comp & perks

Time-off on Birthday
Gym benefits
Childcare benefits
Health cash plan
Aviva pension
Professional subscription benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

arrears managementcustomer serviceprocess developmentperformance managementregulatory complianceanalytical skillsproblem solvingnumeracy skillsliteracy skills

Soft Skills

leadershipcommunicationdecision makingteam motivationconflict resolutionattention to detailorganizational skillsengagementtrend analysis