Complaint Handler in Manchester

Manchester – City Tower

£28,000 - £32,000

Discretionary Company Bonus Scheme

Start Date June

Monday – Friday (37.5 hours per week - hybrid)

Our perks:

• 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays.
• Private Medical - via vitality, with reward schemes paid for you and your family.
• Health cash plan - via Simply Health for employees and children claiming money back for dental, optical, etc.
• Pension – Oodle will contribute 5% of your salary into your pension pot.
• Life Assurance - 4 x annual salary - benefit funded by Oodle.
• Free breakfast, drinks and fruit in the office.
• Employee discounts – discounts for all major shops.
• 1 day volunteer day per year.
• Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
• Paid sick leave – enhanced company sick pay.
• Enhanced family leave for primary and secondary caregivers.

The Role:

Complaints Handler at Oodle Car Finance. The purpose of this role is to investigate and resolve complaints whilst adhering to the regulatory timescales and principles of ‘Consumer Duty’. Take ownership of assigned complaints to reach an outcome that is both fair and reasonable and in line with internal policies and processes. Provide a ‘customer first’ approach to the resolution of complaints, demonstrating service excellence to all stakeholders. Based on the findings and outcome of the complaint, consider what, if any, appropriate customer redress may be required. Ensure all complaint investigation activity is accurately recorded, including the description of the root cause(s) of the complaint. Delivery of key performance indicators, service-level agreements, and quality standards is required.

What you’ll be getting up to:

• Accountable for the investigation of received complaints, through to resolution.
• Complaints will typically be service or vehicle quality-related.
• Communicate with customers and third parties as necessary as part of the complaints investigation.
• Make decisions on the outcome of the complaint, including what actions are required to remediate the customer where appropriate.
• Create written communication of complaints acknowledgement, updates and outcomes.
• Act as point of contact for customers, motor dealers, brokers and other third parties.
• Handle inbound and outbound telephone cover/activity.
• Deliver against productivity targets, quality and service standards.
• Be an ambassador for improving customer experience.
• Effective and proactive management of one's own complaints caseload.
• Effective identification of vulnerable customers and support treatment.
• Ability to sign-post customers in a targeted manner.
• Active participant in the effective identification of root cause.
• Take accountability for one's own development.
• Act as a mentor to less experienced Complaint Handlers.
• Have a practical understanding of company policies and procedures.
• Escalate to Complaints Leadership where existing policies or processes may be delivering poor customer outcomes.
• Engage the Financial Ombudsman Technical helpline when required.
• Maintain accurate record keeping consistent with the complaints procedures.

Key relationships:

• All internal departments
• Motor Dealers and Brokers (in relation to vehicle quality complaints)
• FOS Technical Helpline

Essential Experience/Capability:

• Proven experience of conducting forensic end-to-end complaint investigations.
• An ability to describe complex information succinctly and plainly.
• Proven record keeping standards in accordance with an FCA regulated environment.
• Thrives in a busy customer service environment.
• Comfortable engaging the customer over the phone and in writing.
• Ability to identify and accurately record root causes of complaints.
• Maintains a positive and flexible attitude.
• Confident knowledge of key components of the FCA’s sourcebook DISP.
• Well organised, approachable, and willing to work with minimal supervision.

Desirable:

• Previous experience in complaint handling within the financial service.
• Worked within the Financial Ombudsman Service.

We are a friendly team who are looking for someone who will roll their sleeves up and do what it takes to make Oodle a key player in the used-car industry.

Hiring Process:

• Initial screening (15 mins)
• Capability and values interview (45 mins)

Our Values:

• Embrace being human – empathy and diversity make us stronger.
• Strive for awesome – it’s awesome when we do better every day.
• Everyone’s a builder – we’re in this together and we win as a team.
• Bravely honest – we’re honest with ourselves and everyone else.
• Think customer – they’re at the heart of everything we do.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive.

We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@oodlefinance.com.