Complaint Handler

Who you are

• 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

What the job involves

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

The application process

• ☎️ Initial screening (15 mins)
• 🔦 Capability and values interview (45 mins)

Benefits

• 25 days holiday (plus bank holidays) increasing to 28 days after 3 years service.
• Private Medical - with reward schemes paid for you and your family.
• Health cash plan - for employee's and children to claim money back for dental, optical, etc
• Pension (5% Employer 4% Employee Contribution)
• 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. 
• Oodle Academy - Learning and development opportunities
• 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 (6 weeks full pay)
• Mentoring Program
• Enhanced family leave – We offer up to 4 weeks’ paternity leave on full pay and 26 weeks’ maternity leave on full pay