Motor Quality Specialist

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 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.

As a Motor Quality Specialist, you will be responsible for handling customer complaints, with a key focus on motor quality complaints.

We are looking for highly motivated, proactive, resilient individuals who thrive on extra responsibility and have a proven track record of delivering excellent customer service. You will investigate cases of all types, following notification of a complaint. This will involve communicating with internal and external stakeholders to reach the best outcome for our customers and the business. You will be responsible for ensuring the outcome is fair and where necessary remedial action is taken.

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!

1. Complaint Handling

You will be responsible for investigating and responding to customer complaints, especially motor quality complaints received for our Car Finance products. 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.

Where necessary, you will support our Loans Quality Executives within Admiral Money with complaint handling of our Unsecured Personal Loan and Specialist Mortgage products and ensuring that best practice is shared across our Complaints team.

2. Process Optimisation

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

3. 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.

4. 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.

You should apply if you have: 

• Experience in dealing with Motor Quality complaints and experience with working with motor dealers/brokers is desirable
• A good understanding of the Consumer Rights Act 2015
• Experience of dealing with complaints within a regulated environment
• A good understanding of Microsoft packages
• A strong appetite for providing first class customer service
• Confidence in communicating clearly to all staff members from frontline staff to senior stakeholders, as well as customers via different channels

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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