Complaints Administrator

4 weeks ago

Manchester, United Kingdom Oodle Finance Full time

**Complaints Administrator**

Location: Manchester

Hours: Monday - Friday 9.00am - 5.30pm with 1 hour for lunch. We also offer hybrid working - 3 days in the office, 2 at home.

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

**What are our Perks & Benefits?**
- Performance bonus (% dependent upon department)
- Pension & Vitality Private Healthcare
- Enhanced Maternity Pay and Shared Parental Leave
- Menopause Support (paid leave)
- Life Insurance (4xSalary)
- Care First Confidential 24/7 mental health support
- 25 days holiday (plus bank holidays)
- Continuous personal development through our Oodle Academy
- Caboodle - Online shopping Discounts
- Talent Referral Bonus Scheme
- Cycle to work scheme
- Paid volunteering day

**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 450 people located in Manchester, Oxford, and London. Over the past 6 years, we've supported 10,000's of customers on their car buying journey and know 2023 is shaping up to be another exciting year

**The Role**

**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.

**What you'll be getting upto**:

- 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

Hiring Process

Initial screening (30 mins)

Capability and values interview (1 hour)

**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.

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