Job Details - Provident Careers Site

Job Details

Job ID
Job Title
Customer Support Manager - Ipswich
Position Type
Fixed Term / Interim
About Us
Who we are:

Established in 1880, Provident Financial Group (PFG) is one of the UK's leading suppliers of personal credit products to the non-standard lending market. We pride ourselves on being a trusted lender, serving our customer in their own homes, offering suitable affordable loans with manageable repayments.

Provident delivers non-standard lending through our group businesses - Provident Home Credit, Vanquis Bank, Satsuma Loans and Moneybarn.

About the Role
This is a full time role (37.5 hours per week) covering the area of Ipswich.

This is a fixed term 6 month contract with a view to being extended and an potential opportunity for a permanent position should a vacancy arise

We are looking for someone to join us on a permanent Full Time basis as a Customer Support Manager who will play a big part in supporting the Customer Experience Managers covering periods of peak trading, annual leave and unforeseen absence, visiting customers in their homes to provide personal loans and collecting repayments.

As the role of Customer Support Manager will require face to face customer interaction, the ideal candidate will have excellent interpersonal and communications skills, who is reliable and dependable with good levels of personal organisation whilst embodying our vision and ensuring it is the right and fair outcome for customers.

You will be responsible for:
  • Customer Activity '“ Ensuring that you follow up on any pre-arranged appointments and complete all administrative tasks as required.
  • Area Growth '“ Responsible for contributing to growing your Area in line with company procedures and promoting our '˜Recommend a Friend Scheme' to any new and existing customers.
  • Customer Relationships '“ Always doing what's best for our customers whether that's referring any financial difficulties customers may have to Line Managers, identifying any risks or any potential fraud.
What you will have:
  • Full UK Driving Licence & access to your own car.
  • The natural ability to treat each customer as an individual and deliver a tailored response.
  • Ability to work flexibly to meet the needs of customers and the business. (hours and location)
  • The confidence to think on your feet and the flexibility to adapt to a wide range of responsibilities.
  • Numerical and cash handling skills, and the attention to detail needed to succeed in a regulated environment.
  • The ability to understand and empathise with customers who may be experiencing financial difficulties.
  • Time management and organisation skills.
  • Technical ability on an IOS Mobile Device.
  • Face to Face customer service experience is desirable, but not essential.
  • Good understanding of financial lending services is desirable, but not essential.
Skills and Experience
Why choose a career with Provident?

We like to let our employees know that we appreciate their hard work by offering competitive salaries and a range of reward schemes as well as regular performance management reviews and appraisals so that you can monitor your career progress. On top of that, here are some additional benefits:
  • Opportunity of salary increase to £25k after 1 years service (pro rata for part time)
  • 25 days annual holiday rising to 28 days with length of service
  • Pension scheme with Company contributions
  • Monthly bonus scheme
  • Life assurance
  • Appropriate mileage expenses
  • Healthcare cash plan option
  • Colleague Perks at Work recognition scheme
  • Full training & support

Equality, Diversity & Inclusion (EDI)

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard NES. The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.