Complaint Handler

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.

We use the latest technology to deliver the absolute best customer and business outcomes: from an industry-leading inclusive lending algorithm to digital-first application journeys and best-in-class customer support teams.

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

We currently have a requirement for an experienced Complaint Handler to ensure that all complaints, written or verbal, are managed in line with the required deadlines and FCA requirements. The successful candidate will also be able to identify trends and opportunities for service improvement and feed back to the business in order to improve the customer experience and enhance customer retention.

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 decision-making 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 2015
• Excellent telephone, written and oral communication skills
• Excellent negotiation and decision-making ability
• You will need to be pro-active, 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 free-form letters to a high standard
• Good understanding and application of grammar, punctuation and correct spelling
• Proven ability to deal professionally and confidently with people at all levels and to ensure the customer always feels valued and is treated fairly
• Proficiency in working with MS Office applications
• 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

We are an extremely fun and outgoing team we value candidates who have a desire to get their hands dirty and hit the ground running as we bid to change the used-car industry. We work hard to provide a great place to work, and to look after our employees.

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:

• Seasonal social events, like Oodlefest for the whole family!
• Lean In Circle
• Caboodle - A whole portal of online retail discounts
• Care First –Employee Assistance Programme
• Talent Referral Bonus Scheme
• Cycle to work scheme
• Paid volunteering day
• Drinks fridges, great coffee and breakfast all laid on free!

Does this all sound like a job you would excel in and a company you would thrive in?

Then do not delay, apply now!

If you would like us to provide adaptions or require support for your interviews, please reach out to careers@oodlefinance.com and have a chat in complete confidence.