Complaint Handler Manchester, England
Job description
Complaint Handler
Location: Manchester (hybrid working)
Hours: Monday – Friday 9.00am – 5.30pm with 1 hour for lunch. Hybrid working – 3 days in the office, 2 at home.
Salary: £28,000 - £32,000 p.a. depending on experience plus yearly bonus
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.
Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
Paid sick leave – enhanced paid sick leave 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.
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.
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!
Complaint Handler
We currently have a requirement for an experienced Complaint Handler to ensure that all complaints, written or verbal, are managed in line with the required deadlines and FCA requirements. The successful candidate will also be able to identify trends and opportunities for service improvement and feed back to the business in order to improve the customer experience and enhance customer retention.
KEY TASKS AND RESPONSIBILITIES
- Ensure all customer complaints are dealt with in a timely, efficient and courteous manner
- To comply with all company procedures and standards, relevant legislation such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
- Monitor and report performance on Service and Quality Commitments
- Carry out regular root cause analysis to provide information on complaints data trends
- Provide support, advice and guidance to other departments across the business and the dealer network in order to achieve Quality Commitments
- Regularly liaise with the dealer network to review open merchandise/satisfactory quality complaints and discuss actions required
- To be involved in the decision-making process and being able to communicate this effectively
- Dealing with sensitive issues in a polite and professional manner
- Demonstrate an understanding of the value of commercial relationships
ESSENTIAL CORE SKILLS
- Experience within the Consumer/Asset Finance sector and familiarity with the Consumer Rights Act 2015
- Excellent telephone, written and oral communication skills
- Excellent negotiation and decision-making ability
- You will need to be pro-active, resilient, able to prioritize under pressure, enthusiastic, energetic and have a strong attention to detail.
What we are looking for in an Oodle Complaint handler;
- Excellent telephone manner including the ability to sensitively engage with vulnerable and / or distressed customers
- Strong analytical and investigative skills.
- Excellent communication skills (written and verbal) including experience in writing free-form letters to a high standard
- Good understanding and application of grammar, punctuation and correct spelling
- Proven ability to deal professionally and confidently with people at all levels and to ensure the customer always feels valued and is treated fairly
- Proficiency in working with MS Office applications
- Able to prioritise and work under pressure, to tight deadlines with accuracy and attention to detail
- Desire to continue personal development in order to improve performance by enhancing knowledge, skills and experience
- Open to feedback with a positive attitude towards continuous personal development
We are an extremely fun and outgoing team we value candidates who have a desire to get their hands dirty and hit the ground running as we bid to change the used-car industry. We work hard to provide a great place to work, and to look after our employees.
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.
