Complaint Handler - Manchester, United Kingdom - Oodle Finance

Oodle Finance
Oodle Finance
Verified Company
Manchester, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Oodle Finance is a top-tier FinTech in UK Motor Finance, leading in innovation, technology, automation, and delivering a customer centric product.

2020 is in our rear-view mirror and 2021 is shaping up to be very exciting here at Oodle


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

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:


  • Salary 2832k depending on experience
  • 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:


  • Seasonal social events, like Oodlefest for the whole family
  • Lean In Circle


  • Caboodle

  • A whole portal of online retail discounts
  • A wellbeing portal
  • Talent Referral Bonus Scheme
  • Cycle to work scheme
  • Travel season ticket loans
  • Paid volunteering day
  • Drinks fridges, great coffee and breakfast all laid on free

About Oodle - 14th in the Sunday Times "
Top 100 Companies to work for 2020"**Oodle Car Finance is changing the way people buy cars, by putting our customers' needs front and centre of the biggest retail market in the UK. We are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs. Although we primarily provide loans for our customers and link them up with some of the UK's best car dealers (in one rapid, blink-and-you-miss-it, digital procedure), that is just the start. Our ultimate goal is to make buying a car as easy as buying a t-shirt on Amazon. With a glove box full of powerful algorithms (and investment from some of the world's most reputable financial institutions) we have been building and developing a customer-first, fully integrated digital retail experience inspired by Amazon's one-click model. We're not quite there yet, but with our proprietary loan technology, machine learning, and Big Data infrastructure, we're shooting for the stars.

To help us achieve our ultimate mission to cre
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