Complaints Team Leader
We have an exciting opportunity for a highly motivated Team Leader within our expanding Complaints (Customer Relations) team. Primarily the role is to lead and develop a team of Complaint Handlers, whilst driving performance in line with the Oodle culture, business vision and regulatory expectations.
We are looking for someone with dispute resolution experience ideally from a regulated background, with a strong understanding of the FCA DISP rules and complaint handling guidelines. In addition, you need the ability to nurture, develop and grow the team into world class Complaint Handlers.
The role includes but is not limited to the following;
- Managing the day-to-day organisation and co-ordination of work for the team
- Ensuring written communications produced by the team are accurate, concise, well organised, and are within regulatory and organisational compliance requirements
- Liaising with our Legal and Compliance teams where necessary
- Identifying, delivering and embedding service improvements
- Working closely with our Training and Quality Assurance Teams
- Coaching and developing team members
- Managing all aspects of people development / performance management within the team
- Composing, conducting and delivering effective 1-2-1s, Personal Improvement Plans and Personal Development Plans as well as experience in conducting disciplinaries, grievances etc.
- Setting and maintaining effective service levels within the department to ensure efficiencies are achieved
- Driving performance to achieve departmental and business targets in line with the overall Oodle vision
- Adhering to internal policies, procedures and operating rules
- Working within regulatory guideline rules determined by FCA, ICO, FLA etc.
- Promoting and encouraging a culture of continuous improvement
- To address and raise any risks identified through the course of the role and in line with company policy
- To complete any reasonable ad-hoc requests
- Taking / making Manager call backs
- Creating / updating Standard Operating Procedures
Skills and qualifications
- Strong understanding of the FCA DISP rules and complaint handling guidelines is essential
- Demonstrate thorough knowledge of the DISP complaints rules and internal and industry requirements for handling and reporting complaints
- Understand the importance of Consumer Duty, TCF and the 6 desired outcomes
- Experience of the motor industry is advantageous
- Excellent team building and people skills are a must, the successful candidate will need to motivate and coach their team members to maximise both individual and team performance
- Highly organised with the ability to prioritise and work to strict deadlines
- Aptitude for analytics - ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance
- IT literate with experience of using Word, Excel, Power point and the internet
- Educated to A - level with a minimum of 5 GCSEs at grade C or above (or equivalent) to include Maths and English
- Good written, numeracy, presentation, and oral communication skills
- Accuracy and attention to detail
- To be able to recognise and deal with customers sensitive circumstances and ensure the appropriate actions is taken in line with company policy
- Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance
- Able to integrate within a team and able to work on your own initiative
- Good timekeeping and flexible to business needs
We are an extremely fun and outgoing team we value candidates who have a desire to get their hands dirty and hit the ground running as we bid to change the used-car industry. We work hard to provide a great place to work, and to look after our employees.
As a team we are based in Manchester City Centre, we work shifts that cover our hours open to customers 8-6 Monday to Friday, rotational shift pattern 8-4/9-5 & 10/6. We have work from home options bespoke to each team at Oodle; we value work life balance.
Salary: £32,000 - £36,000 p.a. depending on experience
What are our Perks & Benefits?
- Performance bonus (% dependent upon department)
- Pension & Vitality Private Healthcare
- Enhanced Maternity Pay and Shared Parental Leave
- Menopause Support (paid leave)
- Life Insurance (4xSalary)
- Care First Confidential 24/7 mental health support
- 25 days holiday (plus bank holidays)
- Continuous personal development through our Oodle Academy
- Caboodle - Online shopping Discounts
- Talent Referral Bonus Scheme
- Cycle to work scheme
- Paid volunteering day
Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families. That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.
About Oodle!
Oodle is making car buying easy. Our customers rely on their cars for work commute, school pick-ups, and once-in-a-lifetime road trips. For many people it is their largest purchase. We are working hard every day to make buying one better. We use the latest technology to deliver the absolute best customer and business outcomes: from an industry-leading inclusive lending algorithm to digital-first application journeys and best-in-class customer support teams. In just six years we have already helped over 100,000 customers, achieved 4.7* Trustpilot score, have been named one of Finovate's Top 50 Fintechs in Europe and Sifted's Top 20 European Fintechs to follow in 2020, and recognized as one of The Best Companies to work for in both 2020 and 2021.
To find out more go to our website and LinkedIn in page!
Does this all sound like a job you would excel in and a company you would thrive in? Then do not delay, apply now!
If you would like us to provide adaptions or require support for your interviews, please reach out to [email protected] and have a chat in complete confidence.