Complaints Executive

About Admiral Money and the Complaints Team

Admiral Money is an exciting division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral.

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future.

We are relaunching our car finance product later this year, as well as launching second charge mortgages and are looking for someone who is keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

Complaints Executive

We are looking for a highly motivated, proactive, resilient individual who thrive on extra responsibility and have a proven track record of delivering excellent customer service.

In Loan’s Quality we put the customer at the heart of everything we do and ensuring we do the right thing for our customers in their time of need is extremely important to us. If you share our passion for service and quality and want to play an active role in delivering a great service to customers, we want to hear from you!

The successful candidates will specialise in handling escalated complaints. You will investigate cases of all types, following notification of a complaint. This will involve communicating with all levels before conclusion. You will be responsible for ensuring the outcome is fair and where necessary remedial action is taken.

You will be responsible for ensuring a high standard of complaint handling as regulated by the Financial Conduct Authority (FCA), starting with prompt acknowledgement of complaints right through to effective root cause analysis. 

Loan’s Quality is a great place to build your career, develop technically and gain responsibility. You will be supported to give you every chance of reaching your potential.

If you share our passion for service and quality and want to play an active role in delivering a great service to customers, we want to hear from you.

Main Duties

• Work efficiently and accurately through the investigation of complaints to ensure a fair outcome across all three product lines.
• Listen to the customer – keep it simple and ensure you build customer confidence by solving their problems quickly and professionally. Influence and own issues to ensure successful resolution whilst adhering to regulatory guidelines.
• Be confident in taking ownership and responsibility for making decisions and using judgment to deliver a fair outcome to our customer.
• Identify key complaint root causes and work with the wider business to review and suggest ideas on how to prevent the issues re-occurring in order to reduce complaint volumes.
• Build a good working relationship with the Financial Ombudsman Service and ensure we take relevant guidance from their decisions.
• Deliver a superior customer service at all times.

Complaint Handling

You will be responsible for investigating and responding to customer complaints,. You will be required to investigate these in accordance with FCA (Financial Conduct Authority) DISP regulations, ensuring customers are treated fairly and receive good outcomes. You will ensure where errors are identified these are put right and all remediation and agreed actions are completed within a timely and efficient manner.

Process Optimisation

As part of your role, you will be required to work closely alongside our operational areas to support with the development and creation of process documentation. You will provide insight into product and process related discussions to ensure that these are customer focussed and will support with our ability to resolve complaints efficiently.

FOS (Financial Ombudsman Services) Complaints

Within your role you will be responsible for responding and liaising with the Financial Ombudsman Service to ensure where complaints are escalated these are dealt with appropriately. You will cooperative with FOS in an open and timely manner to ensure that decisions can be reached as quickly as possible.

Sharing Best Practice

As a small team you will be responsible for ensuring that best practise and expertise is shared across the Complaints team, and to wider Operational and Product areas where suitable. This could include the need to roll our product/role specific training, run call calibration sessions or workshops.

Candidate Requirements

• Experience in dealing with customer queries for either unsecured personal loans, car finance or mortgages.
• Has experience of dealing with complaints within a regulated environment
• A good understanding of Microsoft packages
• Must have a strong appetite for providing first class customer service
• Must be confident and able to communicate clearly to all staff members from frontline staff to with senior stakeholders, as well as customers via differing communication channels
• A strong work ethic and desire to support and develop staff
• Strong attention to detail and analytical skills
• Confident decision-making skills
• Pro-active, organised, and able to manage their time effectively and take initiative.
• A great can-do attitude to support the business in change whilst achieving good customer outcomes.

About Admiral

• Admiral Group is a FTSE 100 Financial Services company with a presence in eight countries. The company was set up in 1993 as a car insurance specialist, but since then the Group has expanded in other countries and other insurance verticals such as household and travel insurance, in loans, price comparison platforms, and has developed innovative products.
• The Group has 7 million customers worldwide and employs over 11,000 people across its operations. Admiral is a growth story with an enviable track record of strong financial performances, ROE consistently over 50%, a turnover of £3.5 bn, and a profit before tax of £520m in 2019.
• Admiral’s philosophy is that ‘people who like what they do, do it better’. In 2019 Admiral received a special award from ‘Best Companies to Work for’ as the only company to feature within their rankings since they began 20 years ago: a true testament to the Group’s culture.

Salary, benefits, and work-life balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

The Admiral Financial Services HQ is in Cardiff, Wales, however, we are happy to discuss remote working options.

You can also view some of our other key benefits here.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration.

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