At a Glance
- Tasks: Handle and investigate customer complaints, focusing on motor quality issues.
- Company: Join Admiral Money, a dynamic and inclusive lending arm of Admiral Group.
- Benefits: Enjoy 33 days holiday, up to £3,600 in shares, and a supportive culture.
- Other info: Be part of a diverse team that values your unique contributions.
- Why this job: Make a real impact by ensuring excellent customer service and fair outcomes.
- Qualifications: Experience in motor quality complaints and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About us
Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact. We’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.
The Role
As a Motor Quality Specialist, you will be responsible for handling customer complaints, with a key focus on motor quality complaints. We are looking for highly motivated, proactive, resilient individuals who thrive on extra responsibility and have a proven track record of delivering excellent customer service. You will investigate cases of all types, following notification of a complaint. This will involve communicating with internal and external stakeholders to reach the best outcome for our customers and the business. You will be responsible for ensuring the outcome is fair and where necessary remedial action is taken. In Loan’s Quality we put the customer at the heart of everything we do and ensuring we do the right thing for our customers in their time of need is extremely important to us. If you share our passion for service and quality and want to play an active role in delivering a great service to customers, we want to hear from you!
Key Responsibilities
- Complaint Handling: You will be responsible for investigating and responding to customer complaints, especially motor quality complaints received for our Car Finance products. You will be required to investigate these in accordance with FCA (Financial Conduct Authority) DISP regulations, ensuring customers are treated fairly and receive good outcomes. You will ensure where errors are identified these are put right and all remediation and agreed actions are completed within a timely and efficient manner. Where necessary, you will support our Loans Quality Executives within Admiral Money with complaint handling of our Unsecured Personal Loan and Specialist Mortgage products and ensuring that best practice is shared across our Complaints team.
- Process Optimisation: As part of your role, you will be required to work closely alongside our Motor Product Team to support with the development and creation of process documentation. You will provide insight into product related discussions to ensure that these are customer focussed and will support with our ability to resolve motor quality complaints efficiently.
- FOS (Financial Ombudsman Services) Complaints: Within your role you will be responsible for responding and liaising with the Financial Ombudsman Service to ensure where complaints are escalated these are dealt with appropriately. You will cooperate with FOS in an open and timely manner to ensure that decisions can be reached as quickly as possible.
- Sharing Best Practice: As a small team you will be responsible for ensuring that best practise and expertise is shared across the Complaints team, and to wider Operational and Product areas where suitable. This could include the need to roll out product/role specific training, run call calibration sessions or workshops.
Essential criteria
- Experience in dealing with Motor Quality complaints and experience with working with motor dealers/brokers is desirable
- A good understanding of the Consumer Rights Act 2015
- Experience of dealing with complaints within a regulated environment
- A good understanding of Microsoft packages
- A strong appetite for providing first class customer service
- Confidence in communicating clearly to all staff members from frontline staff to senior stakeholders, as well as customers via different channels
Benefits
We take pride in being a diverse and inclusive business. It’s a place where you can Be You and show up as you are. We’re committed to fostering a people‑first culture where everyone is accepted, supported, and empowered to be brilliant. You can grow and progress at a pace and direction that suits you, make a difference for our customers and each other, and share in our future with all colleagues eligible for up to £3,600 of free shares each year after one year of service. Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.
Additional Information
As a Disability Confident Leader, for candidates with a disability or long‑term health condition that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.
Contact
If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email Stacey.FREEMAN5@admiralgroup.co.uk or contact us on 07780038264. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.
Motor Quality Specialist in Cardiff employer: Admiral
Admiral Money is an exceptional employer that prioritises a people-first culture, fostering inclusivity and personal growth. With a commitment to employee wellbeing, generous holiday allowances, and opportunities for share ownership, we empower our team members to thrive while making a meaningful impact on customer service. Join us in a dynamic environment where your contributions are valued and recognised, and where you can truly be yourself.
StudySmarter Expert Advice🤫
We think this is how you could land Motor Quality Specialist in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Admiral. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Admiral before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Motor Quality Specialist in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Admiral:Your cover letter is your chance to shine! Tell us why you want to work at Admiral specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Admiral!
How to prepare for a job interview at Admiral
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
