Partner Support Agent

Who you are

• This is a fast-paced and varied position, ideal for someone who enjoys building relationships, working collaboratively, and delivering excellent service
• Strong communication skills, both verbal and written
• A proactive, solutions-focused approach to problem-solving
• Excellent organisational skills with the ability to manage multiple tasks
• High attention to detail and accuracy
• A team player who enjoys working collaboratively
• A commitment to providing outstanding service to both internal and external stakeholders
• If you’re looking for a role where you can make an impact, build strong relationships, and develop your career, we’d love to hear from you

What the job involves

• ⏰This role requires flexibility to work shifts between 9:00am and 8:00pm Monday to Friday, 10:00am to 6:00pm on Saturdays, and 10:00am to 4:00pm on Sundays. Any weekend hours worked will be compensated with time off in lieu (TOIL)
• We’re looking for a motivated and customer-focused Partner Support Agent to join our Partner Support team who work on a hybrid basis, and our office in Piccadilly Gardens being our base, but with 3-4 days remote per week
• In this role, you’ll be a key point of contact for our dealers and brokers, helping to guide applications through the process, resolve queries, and ensure a smooth and efficient experience from start to finish
• Take ownership of applications from submission through to payout, ensuring all required documentation is complete and processed efficiently
• Act as a key contact for dealers and brokers, providing clear, timely updates on application progress, approvals, and declines
• Deliver excellent customer service by handling inbound queries via phone, email, and internal systems
• Support dealers and brokers throughout the application journey, resolving queries and overcoming challenges
• Identify and escalate application issues, working collaboratively with underwriting teams to drive positive outcomes
• Manage e-signature and proof of income requests, providing guidance to ensure a smooth customer experience
• Proactively monitor sales queues and inboxes, ensuring all actions are completed accurately and within service level agreements
• Work closely with Account Managers and internal teams to prioritise urgent deals, chase outstanding information, and ensure seamless deal progression or unwinds
• Participate in regular team meetings
• Attend company-wide meetings
• Complete ongoing and quarterly training to support your development

The application process

• ☎️ Preliminary Interview (30 mins)
• 📹 Face to Face Interview (via Teams) – 1 hour
• 🏢 Final Round (via Teams) – 15-20 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