At a Glance
- Tasks: Handle complex complaints in motor finance and ensure excellent customer service.
- Company: Join a dynamic team at Lendable, focused on innovative solutions.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Opportunity to work with AI tools and contribute to product improvements.
- Why this job: Make a real difference by resolving customer issues and improving services.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
Requirements
- If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you:
- Problem solving and decision making skills - putting the customer at the heart of everything you do
- The ability to assess and critique evidence coming to a fair and comprehensive decision
- Be able to shift focus and re-prioritise workloads based on business and customer needs
- Great phone and written communication skills, being clear and concise to promote customer understanding
- The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed
- (Desirable) Experience of working in a regulated motor finance environment
- (Desirable) An understanding of the Consumer Rights Act 2015
- (Desirable) An understanding of Motor related policies and industry standards
- The ability to comprehend complex Satisfactory Quality-related complaints
- The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution
- You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand
- You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman Service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases
What the job involves
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
- As we grow, we’re looking to expand our Auto complaints handling team
- As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions
- Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers.
- Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers
- Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow
- Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets
- You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards
- You will champion using our AI tools and technology to bring a first class service to our customers
- You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require
- You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale
- You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business
- You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism
- You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance
- You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you
Complaints Officer (Motor Finance) employer: Deepstreamtech
Lendable is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation and problem-solving are at the forefront. As a Complaints Officer in the Motor Finance sector, you will be part of a small, resourceful team dedicated to delivering outstanding customer service while utilising cutting-edge technology. With a commitment to continuous improvement and a supportive environment, Lendable empowers its employees to take ownership of their roles and make a meaningful impact from day one.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer (Motor Finance)
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Lendable's values and mission. This way, you can show how your experience aligns with their goals, especially in customer service and complaint resolution.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers and various departments, role-play common scenarios with a friend. This will help you articulate your thoughts clearly and confidently during the real deal.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of specific examples from your past experiences where you successfully resolved complaints or disputes. This will demonstrate your ability to handle complex situations effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Lendable team.
We think you need these skills to ace Complaints Officer (Motor Finance)
Some tips for your application 🫡
Show Off Your Communication Skills:Since great written communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from showcasing your letter writing skills. Remember, we want to see how you can break down complex issues into easy-to-understand information!
Highlight Relevant Experience:If you've got experience in handling complaints, especially in motor finance or a regulated environment, make it shine! We’re looking for candidates who can demonstrate their problem-solving abilities and decision-making skills, so share specific examples that show how you’ve put customers at the heart of what you do.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to match the job description. Mention your understanding of the Consumer Rights Act 2015 and any relevant industry standards. This shows us you’ve done your homework and are genuinely interested in the role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re tech-savvy, which is a bonus in our book!
How to prepare for a job interview at Deepstreamtech
✨Know Your Stuff
Make sure you brush up on your knowledge of the Consumer Rights Act 2015 and any relevant motor finance policies. Being able to discuss these confidently will show that you're serious about the role and understand the industry.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your decision-making skills.
✨Communicate Clearly
Practice your phone and written communication skills. You might be asked to explain a complex issue or draft a response letter during the interview. Being clear and concise will demonstrate your ability to promote customer understanding.
✨Build Rapport
Think about how you can quickly build relationships with customers and colleagues. Be ready to discuss how you've managed expectations in the past and how you approach working with multiple third parties to resolve issues.
