Title: Complaints Specialist - Motor Finance (Hybrid)
Location: London
Type: Employee - Permanent
Workplace: hybrid
Category: Operations - Complaints
Job Description:
Our Story
Hello there. We're Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces.
We have an exciting new opportunity for a Senior Complaints Officer within Motor Finance. As our customer base rapidly grows and our product offerings and services expand, there is a need to proactively find someone to join the team and assist in resolving complaints.
The primary purpose of this role is to support the Complaints Team in ensuring that all Motor Finance-related complaints are handled in accordance with our internal Complaints Handling Policy and Procedures. You will also support your team leader and colleagues in managing more complex cases and escalations.
The role involves providing aftercare support to customers dealing with issues related to their vehicles. You will be the first point of contact for customers with unresolved problems, acting as a mediator between the customer and dealers, and liaising with brokers to fully investigate the complaint and reach a resolution.
The successful candidate will be committed to providing complainants with fair outcomes while delivering exceptional customer service. They will have a strong understanding of all aspects of the Motor Finance industry and the CCA.
This is a hybrid role, working in our office one day per week. The working hours are Monday to Friday, from 09:00 to 17:30.
A day in the life
Ensure exceptional customer service is provided to complainants and make them aware of the Zopa complaints procedure/policy
Acknowledge, draft, and promptly send out complaints, both written and verbal
Respond to all complaints within set time limits, systematically and fairly
Resolve customer queries within agreed authority, investigating the cause of individual complaints and, where required, gathering information from relevant departments
Ensure complaints are managed in line with TCF and FCA regulations, ensuring they are handled fairly, accurately, and clearly
Make suggestions to improve processes and documentation to reduce complaints
Manage any administration related to resolving a complaint (e.g., arranging hire cars or vehicle transportation)
Handle more complex cases from solicitors/claims management companies
Handle and gather FOS case files for cases referred to the FOS, providing the business's view to support decisions and ensuring the decision is correct in line with policy
Support the team with regular case clinic sessions to help with queries and build knowledge of complex cases
Act as a key point of referral for team members
Support the training of new starters
Assist the team leader with duties as requested.
About you
We're looking for someone with experience handling Motor Finance complaints
You understand the importance of treating customers fairly and have a track record of going the extra mile to ensure the customer feels valued
You have the confidence, patience, and flexibility necessary to connect with a wide range of people and adapt effectively in a fast-paced environment
Alongside your natural rapport-building talents, you are a fast learner with exceptional attention to detail and can adapt efficiently to new concepts and systems
Your patience and ability to remain calm under pressure make you a great listener and able to liaise with and adapt to different stakeholders
You have a high level of experience within the industry and a desire to help coach and mentor others on the team around you
LI-LH1
Flexible working? Yes please!
At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do.
Not only that - you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
