Complaints Administrator

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**Let us tell you a bit about us**
We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.
We are a UK-based financial services specialist that supports our customers across a range of products and services. Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella.
We thrive upon saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.
**Feel like being part of**
The role of Complaints Administrator is really important to us. You will be responsible for managing a busy inbox, administration of spreadsheets, writing responses and raising complaints on the internal system. The role requires liaising with customers, dealerships, Account Managers and third parties as well as internal colleagues and departments within the business. The role is integral to proactively manage communications to ensure all regulatory timescales are met and customers are kept informed through various channels of communication.
This role will be based in our Cardiff office however, you will be able to work a blend of both home and office each week. You’ll be made to feel part of your new team by your Line Manager, and colleagues through regular contact and virtual interaction.
**What do we expect of you?**
- Raising complaints within the Respond system.
- Making outbound telephony calls at the customer’s request, or when appropriate to support customer queries received via a correspondence format.
- Ensuring that complaints received from digital channels are logged and recognized within a timely manner and customer dissatisfaction is recognized and addressed appropriately.
- Providing first class administrative support to the Group Complaints Department by fully owning and supporting our customers through the complaint journey, along with helping and supporting colleagues as and when required within the department and business.
- Assisting customers and other third parties with general queries, undertaking instructions received as appropriate in an accurate and timely manner. Resolve all queries to a satisfactory conclusion, referring more complex queries to relevant departments. In addition, support outbound telephony contact for ad-hoc tasks (non
- sales related), campaigns and customer contact exercises.
- Providing any other additional administrative support to the Group Complaints Department where appropriate that may include, but are not exclusive to Digital communication.
- Maintaining a comprehensive and up to date knowledge and understanding of MotoNovo Finance products and services, providing accurate information and proactively promoting them where appropriate
- Maintaining an up-to-date knowledge of regulatory and legislative information related to MotoNovo Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reported appropriately.
- Maintaining good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
- Treating customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes.
- Working as part of a team - supporting, motivating and assisting colleagues in the operation of the department and throughout the business.
- Recognising and recommending improvements to Company procedures to ensure the efficiency and effectiveness of the business.
- Ensuring that all system-based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures.
- Continuing to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.
- Ensuring that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management.
- Undertaking any other reasonable tasks as requested by line management.

**What can you expect of us?**
- A friendly and flexible culture, synonymous with our proposition to our customers.
- A growing organisation that defines itself as being nimble, lean and strong.
- A drive for continuous improvement, which you will be empowered to get behind from day one.
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