Complaints Team Leader

7 days ago

Manchester, United Kingdom Oodle Finance Full time

**Complaints Team Leader**

**Manchester**

Salary - from 35k p.a. plus yearly bonus scheme
- 37.5 hours a week, Monday to Friday - 9am to 5.30pm (1 hour for lunch)

Hybrid working - 2 days in the office, 3 at home

**Experience within the motor industry is advantageous**

*** Our perks**

25 days holiday increasing to 28 after 3 years of service, plus bank holidays, to take time to recharge and do something you love.

Hybrid working - you'll be able to split your time between working in the office and at home.

Healthcare plan - free healthcare via Vitality for you and your family. You'll receive money back on health appointments e.g. dental, optical and more.

Pension - Oodle will contribute 5% of your salary into your pension pot to help you save for the future.

Free breakfast, drinks and fruit in the office - you can help yourself to cereals, toast, fizzy drinks and lots of fruit.

Employee discounts - discounts you can access anywhere, anytime for all major shops.

1 day volunteer day per year - an opportunity to give back to the community each year.
- Mental health care - 6 free counselling sessions via our EAP (Employee Assistance Programme).

‍Enhanced family leave - we provide enhanced family leave for primary and secondary caregivers.

**Oodle - who are we**?

Our mission is to be the UK's simplest way to find and finance a great value used car. We want to put car buyers back in control and make the car buying experience as simple, straightforward, and joyful as possible as car buyers deserve oodles of car buying confidence

We are a team of 480 people located in Manchester, Oxford and London. Over the past 8 years, we've supported 10,000's of customers on their car buying journey and know 2024 is shaping up to be another exciting year

**The Role**

We have an exciting opportunity for a highly motivated and experienced **Team Leader** within our Customer Relations Team. This role is to lead, manage and motivate a team of Complaint Handlers to deliver operational excellence and industry leading customer service.

**The role includes**:

- Managing the day-to-day organisation and co-ordination of work for the team
- Review and manage team performance daily and implementing necessary measures to grow the team's performance
- Accountability for the team performance, with the ability to motivate and deliver to a team target
- Deliver upon our customer metrics to maintain a high level of customer satisfaction
- Have a keen eye for process control and improvements, with the ability to suggest ways to create efficiencies within the department
- Ability to supply the senior management team with progress data, management information and KPI performance stats
- Working closely with our Training and Quality Assurance Teams
- Completing various people management tasks including performance meetings, disciplinaries, review and reward meetings
- Setting and maintaining effective service levels within the department to ensure efficiencies are achieved
- Driving performance to achieve departmental and business targets in line with the overall Oodle vision
- Working within regulatory guideline rules determined by Financial Conduct Authority, Information Commissioner's Office, Finance Leasing Association etc
- To address and raise any risks identified through the course of the role and in line with company policy
- Creating or updating process documentation

**Skills and qualifications**
- Strong understanding of the Financial Conduct Authority rules and complaint handling guidelines is essential
- Experience of the motor industry is advantageous.
- Highly organised with the ability to prioritise and work to strict deadlines
- Aptitude for analytics - ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance.
- Good written, numeracy, presentation, and oral communication skills

**Our Values**

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler's mind when making business decisions.
- Embrace being human - empathy and diversity make us stronger.
- Strive for awesome - it's awesome when we do better every day.
- Everyone's a builder - we're in this together and we win as a team.
- Bravely honest - we're honest with ourselves and everyone else.
- Think customer - they're at the heart of everything we do.

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our 'Oodlers' who strive to make positive impacts to our cultures.

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