Complaints Telephony and Triage Associate

🌏 Manchester (Hybrid)

💰 from £27500

💷 Discretionary Company Bonus Scheme   

⏰ Monday – Friday 9am – 5.30pm (37.5 hours per week) 

You will be part of a supportive and customer-focused Complaints team that puts fairness and customer outcomes at the heart of everything we do. As one of the first points of contact for customers raising concerns, you will play an important role in ensuring every complaint is handled professionally, efficiently, and with empathy.

Our team operates in a fast-paced environment, providing support across multiple channels while delivering a positive customer experience. We take pride in listening to our customers, understanding their concerns, and ensuring complaints are directed to the right teams so they can be resolved as quickly and effectively as possible.

 Our customers contact us for a variety of reasons, including raising new complaints, requesting updates on existing complaints, and seeking support with concerns about their experience. Your responsibilities will include:

• Handling inbound and outbound customer calls relating to complaints and complaint enquiries.
• Recording new complaints accurately and ensuring all relevant information is captured.
• Providing customers with updates on the progress of their complaints and managing expectations throughout the process.
• Reviewing and assessing incoming complaints to ensure they are categorised and triaged appropriately.
• Requesting and gathering supporting information or evidence from customers to assist complaint investigations.
• Supporting the allocation of complaints to Complaint Handlers, ensuring cases are directed to the appropriate team or individual.
• Assisting with complaint-related administration and activities required to support fair and timely customer outcomes.
• Working closely with stakeholders across the business, including Complaints, Customer Support, Operations, Compliance, Financial Crime, and other specialist teams.
• Identifying, escalating, and managing potential risks, customer vulnerabilities, or compliance concerns where appropriate.
• Maintaining accurate customer records and complaint documentation in line with regulatory and company requirements.
• Providing additional support across customer operations teams where reasonable and required by the business.

• Supportive and friendly customer centric attitude; dedicated to the best customer outcome
• Great verbal and written communication skills.
• Prior telephone-based customer service experience.
• Experience of using Microsoft; Teams, Word and Excel predominantly
• Demonstrable literacy and numerical skills, plus adequate typing speed.
• Ability to multitask; you’ll be talking to our customers while using our CRM.
• 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

• Experience dealing with complaints is advantageous but not essential.
• Experience of dealing with multi-channel communications such as web, 2 way SMS, live chat
• Car Finance knowledge is highly desirable, but we will provide dedicated and industry specific training.
• Experience in dealing with Vulnerable Customers

• ☎️ Initial screening (15 mins) 
• 🔦 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. 

We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@oodlefinance.com.

To find out how we handle your personal data, please refer to our Privacy Policy.