Complaint Handler

🌏 Manchester – City Tower  

💰 £28,000 - £32,000

💷 Discretionary Company Bonus Scheme  

 📅Start Date June

⏰ Monday – Friday (37.5 hours per week - hybrid)  

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.

• 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.

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

• 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.

• ☎️ 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.

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