Complaints Telephony and Triage Associate

🌏 Manchester (Hybrid)

💰 from £27500

💷 Discretionary Company Bonus Scheme   

⏰ Monday – Friday 9am – 5.30pm (37.5 hours per week) 

💖 Our perks  

• 🌏25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love. 
• 🤒Private Medical - via vitality, with reward schemes paid for you and your family.
• 🤒Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• 👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• 🪙Life Assurance - 4 x annual salary - benefit funded by Oodle 
• 🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, 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.
• ⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme). 
• 🤧Paid sick leave – enhanced company sick pay.  
• 👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.

🚗 Oodle – who are we? 🚗

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road. - we finance cars, but more importantly, we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

🙌 The Role & Team 

You will be part of a supportive and customer-focused Complaints team that puts fairness and customer outcomes at the heart of everything we do. As one of the first points of contact for customers raising concerns, you will play an important role in ensuring every complaint is handled professionally, efficiently, and with empathy.

Our team operates in a fast-paced environment, providing support across multiple channels while delivering a positive customer experience. We take pride in listening to our customers, understanding their concerns, and ensuring complaints are directed to the right teams so they can be resolved as quickly and effectively as possible.

What you’ll be getting up to: 

 Our customers contact us for a variety of reasons, including raising new complaints, requesting updates on existing complaints, and seeking support with concerns about their experience. Your responsibilities will include:

• Handling inbound and outbound customer calls relating to complaints and complaint enquiries.
• Recording new complaints accurately and ensuring all relevant information is captured.
• Providing customers with updates on the progress of their complaints and managing expectations throughout the process.
• Reviewing and assessing incoming complaints to ensure they are categorised and triaged appropriately.
• Requesting and gathering supporting information or evidence from customers to assist complaint investigations.
• Supporting the allocation of complaints to Complaint Handlers, ensuring cases are directed to the appropriate team or individual.
• Assisting with complaint-related administration and activities required to support fair and timely customer outcomes.
• Working closely with stakeholders across the business, including Complaints, Customer Support, Operations, Compliance, Financial Crime, and other specialist teams.
• Identifying, escalating, and managing potential risks, customer vulnerabilities, or compliance concerns where appropriate.
• Maintaining accurate customer records and complaint documentation in line with regulatory and company requirements.
• Providing additional support across customer operations teams where reasonable and required by the business.

You’ll be a great fit if you have: 

• Supportive and friendly customer centric attitude; dedicated to the best customer outcome
• Great verbal and written communication skills.
• Prior telephone-based customer service experience.
• Experience of using Microsoft; Teams, Word and Excel predominantly
• Demonstrable literacy and numerical skills, plus adequate typing speed.
• Ability to multitask; you’ll be talking to our customers while using our CRM.
• Outstanding attention to detail and excellent organisational skills
• A great team player with a positive attitude
• Ability to effectively deal with difficult and complex telephone conversations whilst remaining calm
• Someone who thinks outside the box and is excited to share their great new ideas
• A multitasker who can effectively communicate with our customers whilst navigating a CRM system

It would be great if you did have:

• Experience dealing with complaints is advantageous but not essential.
• Experience of dealing with multi-channel communications such as web, 2 way SMS, live chat
• Car Finance knowledge is highly desirable, but we will provide dedicated and industry specific training.
• Experience in dealing with Vulnerable Customers

👩‍💻 Hiring Process  

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

💚 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 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 [email protected].

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