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Vulnerable Customer Support Agent

4 months ago

Manchester, United Kingdom Oodle Finance Full time

**Vulnerable Customer Agent**

**Salary: up to £33,000 plus bonus**

**Location: Manchester or Oxford**

**Hours: 35 hours per week - Monday to Friday between the hours of 8am - 6pm with 1 hour for lunch.**

Are you passionate, driven and committed to providing customer centric solutions to vulnerable customers? If so we’d love to hear from you.

As a Vulnerable Customer Agent, you will provide vulnerable customers with clear, jargon free information which will support them to make informed financial decisions.

Your interactions with our customers will help them find a tailored solution to make them feel comfortable.

At Oodle we care about having positive customer outcomes and at the heart of this are our people.

**Our Perks**
- 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

**The role**

As a Vulnerable Customer Agent you will be responsible for communication with our customers who are in financial difficulty. During these customer interactions you will support the customer to an appropriate solution for their circumstances whilst delivering exceptional customer outcomes.

You will have experience within collections or arrears management and have exceptional communication and empathy skills to understand our customer’s circumstance. You’ll be able to develop a relationship with our customer whilst discussing matters of an emotive nature.
- Record conversations and administrative actions within the relevant systems
- Provide recommendations and ensure ongoing monitoring of cases
- Set up appropriate, sustainable and compliant plans for repayment to recover customer arrears
- Work in line with Oodle’s KPI’s and SLA’s
- Collaborate with other departments to ensure great customer outcomes
- Be a vulnerable customer SME across Oodle
- Previous work experience relating to the vulnerability sector within a Collections or arrears management environment with a working knowledge of industry regulations
- Excellent communication and listening skills, both verbal and written
- Previous experience of working in a contact centre
- Strong knowledge of financial principles and practices
- Strong desire to support vulnerable customers
- **Nice to haves...**_
- Asset/Motor finance experience
- Consumer Finance

**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 five 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 Europeand 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.

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?

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

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£33,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Manchester, M1: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Collections: 1 year (required)

Work Location: Hybrid remote in Manchester, M1

Reference ID: CSTIF23