customer relations Manchester, England
Job description
Customer Service Advisor - Hybrid Working - Manchester
Salary - £21,000 - £25,000 Depending on experience plus bonus
Hours - 37.5 hours per week, Monday to Friday 9am to 5.30pm & 1 hour for lunch
Hybrid working - 3 days in the office, 2 at home
What are our Perks & Benefits?
- Performance bonus (% dependent upon department)
- Pension & VitalityPrivate Healthcare
- Enhanced Maternity Pay and Shared Parental Leave
- Menopause Support (paid leave)
- Life Insurance (4xSalary)
- Care FirstConfidential 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
What you can expect
You will be part of a lively and engaging team of Customer Service Advisors who really do put the customer at the heart of everything they do. You are in most cases the first point of contact for our customers for a variety of reasons. We are striving for first call resolution and in doing this we operate a multichannel fast paced environment and provide a positive and friendly service to our customers. We take pride in our attention to detail and treat our customers respectfully – it’s all about finding the right outcome for our customers needs.
The Role
Our customers contact us for a variety of reason, some of which are:
- Change personal or vehicle details. Updating customer records
- Answering general customer queries and providing account updates
- Dealing with Insurance companies either by phone or written correspondence, updating ongoing insurance claims, issues, and responses
- Speaking with customers who at risk of falling into arrears or who are at early-stage arrears and finding suitable and affordable solutions
- Offering customers updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with
- Dealing with customers and their insurance claim progress
- From time to time you may be asked to provide additional support across the rest of the Customer management side of Oodle
- Liaise with multiple stakeholders across the business
- Flag / Escalate key risks and or compliance issues should they occur
Must haves for the role
- Supportive and friendly customer centric attitude, dedication to the customer outcome
- Great verbal and written communication skills
- Prior telephone-based customer service experience
- Experience of using Microsoft; Teams, Word and Excel
- Demonstrable literacy and numerical skills, plus adequate typing speed
- Outstanding attention to detail and excellent organisational skills
- A great team player with a positive attitude
- Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm
- Someone who thinks outside the box and is excited to share their great new ideas
- A multitasker who can effectively communicate with our customers whilst navigating a CRM system
Nice to have
- Experience of dealing with customers falling into or in early-stage arrears is advantageous but not essential.
- Experience of dealing with multi-channel communications such as web, 2 ways SMS, live chat
- Car Finance knowledge is highly desirable, but we will provide dedicated and industry specific training.
- Experience in dealing with Vulnerable Customers
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.
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. We use the latest technology to deliver the absolute best customer and business outcomes: from an industry-leading inclusive lending algorithm to digital-first application journeys and best-in-class customer support teams. In just six 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 Europeand 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.
To find out more go to our websiteand LinkedInin page!
Does this all sound like a job you would excel in and a company you would thrive in? Then do not delay, apply now!
If you would like us to provide adaptions or require support for your interviews, please reach out to [email protected] have a chat in complete confidence.
Job Types: Full-time, Permanent
Salary: £21,000.00-£25,000.00 per year
Benefits:
- Company events
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- Paid volunteer time
- Referral programme
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
- No weekends
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Manchester, M1 4BT: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (required)
Work Location: Hybrid remote in Manchester, M1 4BT
Reference ID: IFCSJUL23
