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Job Details

Job ID
Job Title
Position Type
The Highlands
About Us
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
We are looking for an experienced leader to manage our current Customer Experience Managers (CEMs) to deliver excellent customer service through coaching, direction and support to ensure that we are representing the Company, embodying our vision of 'œHelping to put People on a Path to a Better Everyday Life"' whilst always making sure it is the right and fair outcome for customers.

As a Business Manager, you will enable your team to succeed in their daily activities which includes issuing loans and collecting repayments from their customers whilst managing performance, including conducting regular one to ones, setting smart objectives and providing feedback and coaching on oversight activity to reduce the risk of poor behaviour and unfair customer outcomes occurring.

You will be responsible for:
  • Performance management of a team of Customer Experience Managers to ensure that they are meeting the needs of both customers and the business. This includes oversight activity including, field support visits, recorded customer visits and conducting regular one to ones, providing feedback and coaching to support development and demonstrating competence and evidencing within the Management Assurance System.
  • Setting and maintaining clear standards of performance on customer interactions and measures of success in line with Company scorecard targets
  • Accountable for providing management and oversight of the Customer Experience Manager team. Including conducting and being able to evidence monitoring of activity, quality and outcomes to ensure fair outcomes for customers.
  • Accountable for managing people and resource to ensure territories have adequate coverage to meet customer needs.
  • Responsible for supporting customers in financial difficulty or arrears and agree appropriate forbearance.
  • Ensure the safety of yourself and others are considered at all times.
Skills and Experience
Experience and Capabilities:
  • Natural ability to manage, support and coach to deliver a culture of treating customers fairly whilst driving performance.
  • Understanding and experience of setting SMART objectives to support continuous improvement of KPIs.
  • Ability to, and have previous experience of conducting oversight/assurance activity.
  • Ability to review and evidence competency and provide coaching/development techniques to address training or conduct needs identified.
  • Flexibility to meet the needs of customers and the business. (hours and location)
  • Interpersonal skills in particular Communication and Customer Service.
  • Previous experience managing teams in a customer facing environment is desirable
  • Sales Experience in a Financial regulated environment is desirable
  • Experience working in sales/collections is desirable
  • Proven track record of conduct and competency review is desirable
Additional Essential Requirements:
  • Employee must be 18 years of age or over
  • Full UK Driving Licence
  • Have your own transport and ability to drive / travel within a designated area as determined by the Company
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:
  • Car allowance
  • 25 days annual holiday rising to 28 days with length of service
  • Pension scheme with Company contributions
  • Monthly bonus scheme
  • Life assurance & Healthcare cash plan option
  • Colleague Perks at Work recognition scheme

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.