Complaints Handler

Oodle Car Finance; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Private Medical

Pension 5% employer contribution

Life Assurance 4x salary

Free breakfast & fruit

Employee discounts

Volunteer day

Mental health support

Sick pay

Enhanced family leave

Job summary

Oodle Car Finance is seeking a Complaint Handler to investigate and resolve customer complaints in a compliant, timely manner. The role emphasizes consumer duty principles, fair outcomes, and clear communication with customers and third parties.

You will document investigations, determine remediations, and maintain case records in a regulated environment. You will work in a busy complaints team, offering guidance, mentoring, and escalation when policies may affect customer outcomes, while

Qualifications

• Experience conducting end-to-end complaint investigations and reaching fair conclusions.
• Ability to describe complex information clearly in writing and verbally.
• Proven record keeping within an FCA-regulated environment.
• Comfortable communicating with customers by phone and in writing.

Responsibilities

• Investigate received complaints from start to resolution, typically service or vehicle quality related.
• Communicate with customers and third parties as part of the investigation.
• Decide outcomes and remediation actions where appropriate.
• Draft Final Response Letters and timely correspondence.
• Act as point of contact for customers, motor dealers, brokers and other third parties.
• Handle inbound and outbound calls and maintain dialogue with customers.
• Meet productivity targets, quality and service standards.
• Identify root causes and contribute to RCA framework.
• Mentor less experienced Complaint Handlers.

Skills

Forensic investigations

Root Cause Analysis

Complaint handling

Customer empathy

Communication skills

Record keeping

FCA regulations knowledge

Job description

Monday - Friday (37.5 hours per week - hybrid)

• 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love.
• Private Medical - via vitality, with reward schemes paid for you and your family.
• Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• Pension - Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• Life Assurance - 4 x annual salary - benefit funded by Oodle
• 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 company sick pay.
• Enhanced family leave - we provide enhanced family leave for primary and secondary caregivers.

Oodle - who are we

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment - and beyond.

Upgrading. Growing a family. Fresh starts. Bumps in the road. - we finance cars, but more importantly, we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

The Role

The purpose of this role is to investigate and resolve complaints whilst adhering to the regulatory timescales and principles of ‘Consumer Duty’. Take ownership of assigned complaints to reach an outcome that is both fair and reasonable and in line with internal policies and processes. Provide a ‘customer first’ approach to the resolution of complaints, demonstrating service excellence to all stakeholders. Based on the findings and outcome of the complaint, consider what, if any, appropriate customer redress may be required. Ensure all complaint investigation activity is accurately recorded, including the description of the root cause(s) of the complaint. Delivery of key performance indicators, service-level agreements, and quality standards is required.

What you’ll be getting up to:

• Accountable for the investigation of received complaints, through to resolution. Complaints will typically be service or vehicle quality-related.
• Communicate with customers and third parties as necessary as part of the complaints investigation.
• Make decisions on the outcome of the complaint, including what actions are required to remediate the customer where appropriate.
• Create written communication of complaints acknowledgement, updates and outcomes through the issuance of Final Response Letters and other timely correspondence.
• Act as point of contact for customers, motor dealers, brokers and other third parties as required.
• Handle inbound and outbound telephone cover/activity.
• Deliver against productivity targets, quality and service standards.
• Be an ambassador for improving customer experience by ‘seeing through the eyes of the customer’.
• Effective and proactive management of one's own complaints caseload.
• Effective identification of vulnerable customers and support treatment whilst in the complaint journey or as part of a complaints outcome in accordance with Oodles’ operating procedures and policies.
• Ability to sign-post customers in a targeted manner, i.e., bespoke to their personal circumstances.
• Active participant in the effective identification of root cause - supporting Oodles broader Root Cause Analysis (RCA) framework as required.
• Take accountability for one's own development by actively engaging the process and asking for support when required.
• Act as a mentor to less experienced Complaint Handlers.
• Have a practical understanding of company policies and procedures - operates within these boundaries.
• Escalate to Complaints Leadership where existing policies or processes may be delivering poor customer outcomes.
• Engage the Financial Ombudsman Technical helpline from time to time when calibrating distress and inconvenience awards.
• Maintain accurate record keeping consistent with the complaints procedures.

Key relationships:

• Motor Dealers and Brokers (in relation to vehicle quality complaints)
• FOS Technical Helpline

Essential Experience/Capability:

• Proven experience of conducting forensic end-to-end complaint investigations, with the ability to use multiple sources of information, processes and regulatory guidance to reach a fair and reasonable conclusion.
• An ability to describe complex information succinctly and plainly both verbally and through written communication in accordance with Oodles Tone of Voice standards.
• Proven record keeping standards in accordance with an FCA regulated environment.
• Thrives in a busy customer service environment - always willing to put the customer experience first (professional, polite, and confident).
• Is comfortable engaging the customer over the phone and in writing and is careful to maintain regular dialogue.
• Ability to identify and accurately record root causes of complaints - raises instances where a root cause option might be missing.
• Maintains a positive and flexible attitude to pipeline manage and key leadership initiatives - within reason, flexible to business needs.
• Confident knowledge of key components of the FCA’s sourcebook DISP (including the FOS process) and TCF / Consumer Duty principles, as well as legislative (CRA) and GDPR rules.
• Well organised, approachable, and willing and able to work with minimal supervision - naturally a trust builder.
• Previous experience in complaint handling within the financial service (preferably motor sector)
• Worked within the Financial Ombudsman Service

We are a friendly team who are looking for someone who will roll their sleeves up and do what it takes to make Oodle a key player in the used-car industry.

• Capability and values interview (45 mins)

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.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures.

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