Operations Support Specialist

3 months ago

Manchester, United Kingdom Oodle Finance Full time

Manchester

12 month Fixed Term Contract
- Monday - Friday (37.5 hours per week)

*** Our perks**

***

25 days holiday 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).

Paid sick leave - enhanced sick pay of up to 20 full days in a rolling 12-month period.

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

*** Oodle - who are we?**

***

For too long car buyers have had to negotiate a confusing, tired and fragmented marketplace that is light years behind other retail sectors. Until now. We're reinvigorating and rebuilding it until we've created a buying experience that puts the everyday customer back in control. Our mission is **to redesign car buying for real people, in the real world.**

We primarily provide loans for our Customers and link them up with some of the UK's best car dealers. Since launching in 2016 we have seen huge growth and success as we attempt to disrupt the second biggest retail market in the UK.

Oodle are changing the way people buy cars, by putting our customers' needs front and centre by building modern, digital, retail processes around what the customer actually needs.

*** The Role**

**Operations Support Specialist (OSSP)**

The Operations Support team is responsible for executing customer requests and driving core processing activities throughout the life of a funded loan, ensuring that customer facing teams can provide the best experience and outcomes. We strive to exceed customer expectations and play a key role in problem solving and process innovation within Customer Management.

The Operations Support Specialist role acts as an escalations point for the Offshore team by providing key oversight of processes undertaken within the Operations Support remit. As an Operations Support Specialist, you will be expected to perform core administrative functions as well as play an active role in enhancing the effectiveness of the offshore team. This role reports directly into the Operations Support Team Leader and involves maintaining effective relationships with multiple key operational stakeholders.

**What you'll be getting up to**:

- Maintaining the Ops Support Specialist queue, including: HPI removal, CRA disputes,, customer refunds
- Managing escalations from offshore team across all Operations Support channels
- Handling exception reports, working with the team leader to ensure all exceptional cases are worked to provide the customer with the best possible outcome
- Taking responsibility of feedback log, checking QA feedback before delivering to offshore team leader
- Building relationships with all key operational stakeholders
- Maintaining effective service levels ensuring all customer requests are worked efficiently and appropriately
- To feedback any risks identified by the team to the team leader, work with the team leader to help manage the risk
- Adhere to internal quality standards, service level, policies, procedures, and operating rules
- Promote and encourage a culture of continuous improvement

**Your day-to-day duties**:

- Working customer service and finance cases ensuring all processes are actioned according to the most up-to-date workflow
- Regular contact with Operations Support Agents, being a point of contact for exceptions cases
- Feedback any process pain points to the team leader and help to maintain process documents where required
- Performing key administrative tasks
- Managing cases which exceed SLA's.

You will be working from our Manchester office. The hours for this role are 9am to 5:30pm Monday - Friday.

***‍** Hiring Process**
- ️ Initial screening (30 mins)

Capability and values interview (1 hour)

Final Chat/Interview (30 mins)

*** 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 ourse

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