Complaint Handler - Manchester, United Kingdom - Oodle Finance

Oodle Finance

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Oodle
Oodle is making car buying easy. Our customers rely on their cars for work commute, school pick-ups, and once-in-a-lifetime road trips. For many people it is their largest purchase. We are working hard every day to make buying one better.

In just six years we have already helped over 100,000 customers, achieved 4.7* Trustpilot score, have been named one of Finovate's Top 50 Fintechs in Europe and Sifted's Top 20 European Fintechs to follow in 2020, and recognized as one of The Best Companies to work for in both 2020 and 2021.

The car market is one of the UK's largest retail markets and we are ready to disrupt it.

Backed by some of the world's most reputable financial institutions, we are now ready for the next stage in our expansion.

Complaint Handler

KEY TASKS AND RESPONSIBILITIES

Ensure all customer complaints are dealt with in a timely, efficient and courteous manner
To comply with all company procedures and standards, relevant legislation such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
Monitor and report performance on Service and Quality Commitments
Carry out regular root cause analysis to provide information on complaints data trends
Provide support, advice and guidance to other departments across the business and the dealer network in order to achieve Quality Commitments
Regularly liaise with the dealer network to review open merchandise/satisfactory quality complaints and discuss actions required
To be involved in the decisionmaking process and being able to communicate this effectively
Dealing with sensitive issues in a polite and professional manner
Demonstrate an understanding of the value of commercial relationships

ESSENTIAL CORE SKILLS

Experience within the Consumer/Asset Finance sector and familiarity with the Consumer Rights Act 201
Excellent telephone, written and oral communication skills
Excellent negotiation and decisionmaking ability
You will need to be proactive, resilient, able to prioritize under pressure, enthusiastic, energetic and have a strong attention to detail.

What we are looking for in an Oodle Complaint handler;

Excellent telephone manner including the ability to sensitively engage with vulnerable and / or distressed customers
Strong analytical and investigative skills.
Excellent communication skills (written and verbal) including experience in writing freeform letters to a high standard
Proven ability to deal professionally and confidently with people at all levels and to ensure the customer always feels valued and is treated fairly
Able to prioritise and work under pressure, to tight deadlines with accuracy and attention to detail
Desire to continue personal development in order to improve performance by enhancing knowledge, skills and experience
Open to feedback with a positive attitude towards continuous personal development

As a team we are based in Manchester City Centre, we work Monday to Friday 9am to 5.30pm with 1 hour for lunch.

We also offer hybrid working, 3 days in the office and 2 at home.

Salary:
£28,000 - £32,000 p.a. depending on experience

What you can expect from Oodle
Oodle is unlike most companies. There are no limits to the support you will get and the best thing about Oodle is our people.

For that reason, we have a dedicated People Experience team that focus on making your time with us as fun and beneficial as possible.

We are constantly adding to our perks and benefits, and below is what we currently provide to all staff:

Performance bonus (% dependent upon department)
Pension
Private Healthcare with Vitality
Life Insurance (4xSalary)
Confidential mental health support
25 days holiday (plus bank holidays)
Enhanced Maternity Pay and Shared Parental Leave
Menopause Support (Paid Leave)
Tusker Salary Sacrifice EV Leasing Scheme

Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families.

That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.

Even more perks: