Provident have been proudly serving customers since 1880, and while a lot has changed since then, one thing hasn't ... We still put our customers first in everything we do. We pride ourselves on being a trusted lender, serving our customer in their own homes, offering suitable affordable loans with manageable repayments. It is this personal responsible approach that makes us a market leader in the home credit sector. We are looking for experienced leaders to manage our current Customer Experience Managers (CEMs) and Customer Support Managers (CSMs) to deliver excellent customer service, being there for our customers when they need us to be. You will provide coaching-direction and support to your team enabling them to succeed in their daily activities of issuing loans and collecting repayments from their customers whilst being supported by your Area Manager. As a BM you will be responsible for conducting arrears and forbearance conversations, using the tools we provide as a business you will take accountability for your CEMs and CSMs and be responsible for coaching, guiding and developing each team member to enable them to deliver and meet the requirements of their roles. To ensure all our customers are serviced to the highest standards you will be responsible for providing 52 week cover so that all customers are serviced on the day & time that suits them through your teams dedicated CSM. In managing your team, you will be expected to meet with them weekly, set clear standards and objectives focused on delivering a high quality service and fair outcomes for our customers as well as communicating all relevant Company matters and any changes to procedures. Essential requirements; Interpersonal skills in communication and customer service. Effective questioning, listening and observation skills Experience of managing people IT literate, working with Windows and IOS/android devices, Basic literacy and numeracy skills Full driving licence Desirable; Previous experience of working in a financial services and regulated environments In return we offer a great basic salary of £29,000, Monthly Bonus, Car allowance and 25 days holidays (plus bank holidays) per annum increasing to 28 after 5 years of service. You will need a roadworthy car that is insured appropriately for business use, however a car allowance and mileage expenses for business miles are payable. All applicants are required to be 18 years of age or older and have a full UK driving licence 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.