Vehicle Recovery & Remarketing Specialist in Durham

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: Chester-le-Street, Durham (Hybrid – after probation).

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:

• Managing the end-to-end recovery and asset disposal activities for our Motor Finance product, ensuring fair customer outcomes in line with FCA and Consumer Duty requirements.
• Liaising with customers (via email) and third parties (via email and telephone), overseeing repossessions, voluntary terminations, and vehicle remarketing through auction channels.
• Ensuring all actions are compliant, cost-effective, and commercially sound.
• Supporting the production of management information (MI) to track performance, risks, and customer outcomes.

As a Vehicle Recovery & Remarketing Specialist at Tandem you will be responsible for:

• 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.
• 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.
• Liaising with authorised third parties (including solicitors, recovery agents, auction houses, compounds, and Police) to support effective asset recovery and remarketing activity.
• Reviewing and challenging third-party cost requests (e.g., recovery fees, storage charges, inspections).
• Monitoring new vehicle arrivals at auction, ensuring timely assessment, valuation, and preparation for sale.
• Proactively liaising with auction houses to track vehicle progress.
• Assessing and negotiating auction bids to achieve fair market value.
• Processing all post-sale activity, including reconciliation of funds and documentation.
• Updating customer accounts with recovery outcomes.
• 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.
• Maintaining competence in line with the Group Training and Competence Framework and FCA expectations.
• Keeping up to date with evolving regulatory requirements.
• Proactively identifying and implementing process improvements.
• Taking ownership of decisions and actions, demonstrating accountability and sound judgement.
• Contributing to team and organisational objectives.

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:

• 25 days annual leave plus 8 days Bank Holiday.
• An additional day off for a ‘celebration day’.
• 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.

Tandem is an equal opportunity employer and is committed to meeting our responsibilities under the Equality Act (2010).