Complaints Administrator

3 weeks ago

Manchester, United Kingdom Oodle Finance Full time

**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 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.

**Complaints Administrator**

We currently have a requirement for an experienced Complaints Administrator to join our Complaints Team and provide excellent customer service ensuring the Customer is at the heart of everything we do.

**Key Responsibilities**
- Accurately log incoming complaints efficiently ensuring GDPR requirements are met
- Ensure all regulatory letters are sent within regulatory timescales
- Resolve customer queries and simplify customer complaints (by telephone/in writing) in accordance with complaint handling rules, FOS and TCF principles
- Identify and escalate any trends in complaints being received to assist with a proactive approach for incoming complaints
- Support Complaint Handlers to ensure letters are issued within the prescribed timeframes
- Support with call handling
- Support Complaint and FOS Handlers with FOS admin tasks
- Achieve relevant quality standards
- Will be proactive and identify potential complaints or problems
- Will alert other business areas to required remedial action
- Meet/exceed individual and team performance standards and objectives which contribute to business objectives as a whole
- Consistently achieve a great performance which centres around the Customer
- Effectively communicate with the Complaint Handlers, Team-Leaders and Head Of
- Be accountable for your own skills and knowledge gaps and under-take the relevant training, development as appropriate
- Adhere to all processes and procedures
- Adhere to GDPR regulations and guidelines

**Key Relationships**
- Customers
- Team members and management
- All internal departments
- FOS

**Experience and Capability**
- Successful at operating in a busy working environment
- Able to achieve individual performance targets
- Articulate and professional when dealing with Customers and 3rd parties by telephone and in writing
- Have an excellent telephone manner
- Positive and flexible attitude
- Knowledge of Teams and Microsoft office suite
- Experienced in administration and customer service
- Good listening skills
- Good organisational skills
- Flexibility with working hours to meet both Customer and business needs
- Knowledge of regulatory rules and guideline impacting complaint handling
- Able to work with mínimal supervision
- Strong communication skills
- Knowledge of Key Legislation requirements
- Knowledge of the financial sector

**Salary**: £22,000 - £25,000 p.a. depending on experience plus a yearly bonus

**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?

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