At a Glance
- Tasks: Handle complex complaints in motor finance, ensuring customer satisfaction and fair resolutions.
- Company: Join a dynamic team at Lendable, focused on innovative solutions in the automotive finance sector.
- Benefits: Competitive salary, supportive work culture, and opportunities for professional growth.
- Other info: Work in a fast-paced environment with a focus on continuous improvement and customer outcomes.
- Why this job: Make a real difference by resolving customer issues and improving service quality.
- Qualifications: Experience in complaint handling or automotive finance, with strong communication and problem-solving skills.
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
- (Desirable) 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) in London 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 make impactful decisions from day one, ensuring a rewarding and meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer (Motor Finance) in London
✨Tip Number 1
Network like a pro! Reach out to people in the automotive finance sector on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your phone skills! Since communication is key for a Complaints Officer, grab a friend and role-play handling complaints. This will help you feel more confident when you're on the line with customers.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex complaints in the past. This will demonstrate that you can put the customer at the heart of everything you do.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it’s a great way to ensure your application gets noticed by the right people.
We think you need these skills to ace Complaints Officer (Motor Finance) in London
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, let us know! Share specific examples of how you've resolved disputes and made decisions that put the customer first. We love hearing about real-life scenarios!
Be Personable and Professional:Building rapport is crucial in this role, so let your personality shine through in your application. While maintaining professionalism, show us that you can connect with customers and manage expectations effectively. A friendly tone can go a long way!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Lendable!
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. Highlight how you put the customer at the heart of your decision-making process, as this is crucial for the role.
✨Practice Clear Communication
Since great phone and written communication skills are key, practice explaining complex issues in simple terms. You might even want to draft a sample final response letter to demonstrate your writing skills during the interview.
✨Be Ready to Adapt
The ability to shift focus and manage multiple priorities is essential. Think of instances where you've had to adapt quickly to changing circumstances and be prepared to discuss how you handled those situations effectively.
