Complaint Handler
Complaint Handler
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Manchester (Hybrid)
Discretionary Company Bonus Scheme
Monday Friday (37.5h pw)
Our perks
- 25 days holiday plus bank holidays to take time to recharge and do something you love.
- Hybrid working youll be able to split your time between working in the office and at health care 6 free counselling sessions via our EAP (Employee Assistance Programme).
- Paid sick leave enhanced sick pay of up to 20 full days in a rolling 12month period.
- Enhanced family leave we provide enhanced family leave for primary and secondary caregivers.
- Healthcare plan free healthcare via Vitality for you and your family. Youll receive money back on health appointments e.g. dental optical and more.
- Pension Oodle will contribute 5% of your salary into your pension pot to help you save for the future.
- 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.
Oodle who are we
Our mission is to be the UKs simplest way to find and finance a great value used car. We want to put car buyers back in control and make the car buying experience as simple straightforward and joyful as possible as car buyers deserve oodles of car buying confidence!
We are a team of 400 people located in Manchester Oxford and London. Over the past 6 years weve supported 10000s of customers on their car buying journey and know 2025 is shaping up to be another exciting year!
The Role
Role purpose:
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 inline 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 complaints 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 are required.
What youll 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 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 signpost 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 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.
The role will be a great fit if you have:
- Proven experience of conducting forensic endtoend 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 services 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 FCAs 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.
Desirable:
- Previous experience of complaint handling within financial service (preferably motor sector)
- Worked within the Financial Ombudsman Service
Hiring Process
- Preliminary Interview (30 mins)
- Interview (1 hour)
Our Values
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 Oodlers mind when making business decisions.
- Embrace being human empathy and diversity make us stronger
- Strive for awesome its awesome when we do better every day
- Everyones a builder were in this together and we win as a team
- Bravely honest were honest with ourselves and everyone else
- Think customer theyre 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.
Wed 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 .
To find out how we handle your personal data please refer to our .
**Please note that we kindly request candidates not to use AI tools including generative AI such as ChatGPT or other GenAI platforms during interviews. While we understand that you may use such tools to prepare its important that your responses during the interview reflect your own thoughts experience and communication style. We want to get to know the real you your ideas your approach and your personality so we ask that all contributions during the interview be entirely your own.
Employment Type
Full Time
