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.

About Oodle:

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment. We finance cars, but more importantly, we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey.

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

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.

Responsibilities:

• Accountable for the investigation of received complaints, through to resolution.
• Communicate with customers and third parties as necessary as part of the complaints investigation.
• 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.
• Effective identification of vulnerable customers and support treatment.
• Maintain accurate record keeping consistent with the complaints procedures.

Key relationships:

• All internal departments
• Motor Dealers and Brokers
• FOS Technical Helpline

Essential Experience/Capability:

• Proven experience of conducting forensic end-to-end complaint investigations.
• Ability to describe complex information succinctly and plainly.
• Thrives in a busy customer service environment.
• 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.

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.