Vehicle Recovery & Remarketing Specialist in Cardiff

Working Pattern: 36.25 hours per week. Contractual hours will state Monday to Saturday between 8am to 7pm.

Salary: up to £26,000 dependent on experience and up to 20% bonus and benefits.

Location: Durham (Hybrid – after probation).

Your team: Collaborators in change

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. Led by our Operations Director, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well-trained operational colleagues to deliver the service that our customers expect of us.

Your Impact: Building a sustainable tomorrow

The Vehicle Recovery & Remarketing Specialist is a supportive administrative role that is essential to delivering good customer outcomes and supporting the profitability of the bank.

The role involves:

• Identifying and issuing breach notices where appropriate, ensuring subsequent actions are proportionate, customer-focused, and compliant with regulatory requirements.
• Managing written enquiries from customers and authorised third parties, delivering clear, accurate and timely responses in line with departmental service level agreements (SLAs) and FCA expectations on customer communications.
• Completing daily operational activities in line with agreed service standards, maintaining a strong focus on customer outcomes and regulatory compliance.
• Reviewing proposed recovery instructions including repossessions, voluntary terminations/surrenders, return of goods (ROG) and vehicle movements, ensuring all actions are fair, proportionate, and compliant with FCA guidance.
• Preparing and submitting Return of Goods (ROG) packs to solicitors in accordance with legal and regulatory requirements.
• Engaging with storage compounds to determine asset viability, ensuring decisions balance commercial considerations with fair customer treatment.
• Liaising with authorised third parties (including solicitors, recovery agents, auction houses, compounds, and Police) to support effective asset recovery and remarketing activity while maintaining appropriate oversight and governance.
• Reviewing and challenging third-party cost requests (e.g., recovery fees, storage charges, inspections), ensuring costs applied are reasonable, justified, and aligned to fair value principles.
• Monitoring new vehicle arrivals at auction, ensuring timely assessment, valuation, and preparation for sale in line with agreed standards.
• Proactively liaising with auction houses to track vehicle progress, challenge delays, and ensure assets are marketed and sold efficiently to maximise returns.
• Assessing and negotiating auction bids to achieve fair market value and deliver appropriate customer and business outcomes, in line with Consumer Duty expectations.
• Processing all post-sale activity, including reconciliation of funds and documentation, ensuring accuracy and timely completion.
• Updating customer accounts with recovery outcomes, ensuring transparency and auditability, and challenging any failed or substandard third-party actions.
• Challenging and escalating poor third-party performance or behaviours that could lead to customer detriment or regulatory breaches.
• Supporting the production of Management Information (MI), including gathering, validating, and reporting data on recovery activity, performance, customer outcomes, and third-party effectiveness to inform decision-making and regulatory reporting.
• Maintaining competence in line with the Group Training and Competence Framework and FCA expectations.
• Keeping up to date with evolving regulatory requirements, including changes relating to Consumer Duty and collections/recoveries practices.
• Proactively identifying and implementing process improvements that enhance customer outcomes, reduce risk, and improve operational efficiency.
• Taking ownership of decisions and actions, demonstrating accountability and sound judgement in line with FCA conduct rules.
• Contributing to team and organisational objectives, supporting delivery of balanced scorecard targets while prioritising good customer outcomes.

It would be great, but not essential if you have:

• Demonstrable knowledge of FCA rules (including CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.
• A working knowledge of motor loan administration within a regulated lending environment.

Rewards that reflect your value, what’s in it for you?

• 25 days annual leave plus 8 days Bank Holiday.
• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc.
• Buy or sell up to 5 days holiday a year.
• Healthcare cash plan through Westfield Health.
• Life Assurance at 3 x salary.
• Electric Vehicle salary sacrifice scheme.
• Cycle to Work salary sacrifice scheme and a free helmet.
• Salary sacrifice Pension contribution, 4% employee contributions matched with 4% Tandem contribution.
• Smart Tech scheme (buy goods with 0% interest).
• 10% discount on solar panels.
• Tandem Hub for treats, cash back and discounts on UK retailers.
• 2 days per year paid volunteering.
• Free cereal, snacks and drinks in all offices.
• Quarterly team social budgets.

Please note, some benefits are subject to eligibility criteria, such as passing your probation.

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

• Volunteer 14.25 hours a year for charity > receive a half day on a Friday.
• Take part in a fundraising event > Tandem will match up to £200 a year.
• Have renewable energy at home > receive an additional 1-day annual leave.
• Drive an electric car > receive £500 towards a home charger.
• Use public transport or have a low emissions/hybrid car > entry into a £200 prize draw.
• Sign up to cycle to work scheme > receive £30 voucher for a cycling helmet.

Ready to make your mark? Apply now and let's pave the way to a greener world, together.

Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role.

Tandem is an equal opportunity employer and is committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.