Intermediary Relationship Support
Intermediary Relationship Support
🌏 Manchester
⏰ Monday – Friday (37.5h pw)
💰 £27,000
💷 Discretionary Company Bonus Scheme
💖 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, 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.
- ⭐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
The Intermediary Relations team plays a vital role within our Commercial function. Working closely with the Vehicle Quality Complaints team, the department supports our dealers, brokers, and customers throughout the vehicle quality and unwind journey to ensure a smooth and supportive experience.
In this role, you will report to the Intermediary Relationship Manager. We are looking for a customer-focused individual who is committed to delivering industry-leading service to both our customers and intermediary partners. You will be responsible for building and maintaining strong relationships within the complaints area of the business, managing unwind processes, and supporting the delivery of a seamless resolution journey for all parties involved.
What you’ll be doing:
- Participate in meetings with key Intermediaries to discuss escalated vehicle complaint queries, ensuring fair and appropriate outcomes for both our partners and customers.
- Support the Vehicle Quality Complaints team in resolving complex cases while maintaining strong commercial relationships and helping ensure compliance with complaints SLAs.
- Process Settlement of Advance and Vehicle Quality complaint unwind cases.
- Manage Intermediary debt cases, actively monitoring and chasing outstanding balances and issuing urgent repayment reminders where required.
- Act as a key point of contact for Intermediaries regarding debt and vehicle quality queries.
- Handle and prioritise multiple escalated vehicle quality and debt matters simultaneously.
- Review and process write-off requests, ensuring appropriate analysis and decision-making is applied.
- Manage shared inboxes and respond to inbound calls from Intermediaries.
- Identify and escalate any oversight or compliance concerns relating to Intermediaries conduct and behaviour where appropriate.
What we’re looking for
- Previous experience within the motor finance industry, ideally in a customer service or vehicle quality role.
- Basic technical knowledge of motor vehicles, a relevant motor vehicle qualification, or equivalent industry experience.
- Excellent communication and listening skills, both written and verbal.
- Strong organisational skills with the ability to proactively manage and prioritise a caseload in line with SLAs.
- Strong analytical and investigative abilities.
- A genuine commitment to supporting customers and intermediary partners.
- Confident decision-making and negotiation skills.
👩💻 Hiring Process
- 📲 Interview (1 hour) Competency and Technical interview with the hiring manager and a member of the team
- 🔦 Final Interview (30 mins) with the Head of Intermediary Oversight
💚 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 careers@oodlefinance.com.
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