Complaint Specialist (SQ)
- Blackpool
- £28,000 per year
- Permanent
- Full-time
Working Pattern: 36.25 hours per week on a shift pattern to be agreed with the Complaints Manager
Salary: up to £28,000 and up to 20% bonus and benefits
Location: Blackpool (FY4 2FB) hybrid workingAt Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated individual, ideally with some experience of motor related Satisfactory Quality (SQ) complaints and ready to make an impact, we've got a space with your name on it!Our Complaints Team are a core part of our Operations function. Their main objective is to ensure that all complaints are investigated, and a fair outcome is provided to all customers. The Complaints Team ensure that in dealing with complaints we meet the FCA regulatory requirements.Due to the growth of the business a vacancy has arisen to deal with increased volumes of SQ complaints. Past experience in this area would be beneficial but is not essential as on the job training will be provided.We are Tandem - Where impact meets innovation
Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share - all while nurturing our planet, our people and our customers. As one of Europe's fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.Your team: Collaborators in changeTandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.You'll be part of a team that fully investigate each complaint with a customer led approach, are responsive and diligent in their work and provide a fair outcome to each customer in line with the Consumer Rights Act 2015.Your Impact: Building a greener tomorrowAs a SQ Complaints Specialist at Tandem your focus will be on:
- Ensuring all aspects of compliance are met regarding DPA, CCA and FCA.
- Sending all required correspondence, ensuring communications are fit for purpose and adapted for varying needs of customers; summary resolution if
5 days, FRL or holding letters at 56 days. * Supporting with the timely logging of all complaints and ensuring iCasework is fully up to date.
- Engaging internal and external customers, providing high standards in customer care, customer interaction, dialogue and attention to detail.
- Assisting the Complaints Team Leader in the development of systems and processes that contain a design of sensitivity, confidentiality, respect and that promote right first-time outcomes to complaints.
- Managing your own workload in line with expectations set, taking ownership of individual performance, personal training and development.
- Having accountability for individual performance and contribution to achieve KPIs set by the business.
- Working as a team player to achieve group objectives and building good working relationships for the benefit of the customer.
- Being flexible to undertake other duties within the team as required and to cover periods of staff absence.
- Someone with exceptional written and oral communication skills with the ability to communicate to customers and introducers in a way which is clear, fair and not misleading.
- Someone who is customer focused and can demonstrate that customers are at the forefront of all decisions.
- Someone who possesses excellent attention to detail.
- Someone with strong decision-making skills.
- The ability to work under pressure and to tight deadlines.
- Being flexible and adaptable to manage a range of different tasks.
- You'll have good organisational and time management skills.
- You'll have excellent interpersonal skills.
- The ability to work on your own initiative.
- Be honest, reliable and have the ability to exercise discretion and understanding of confidential issues.
- Whilst not an explicit requirement, previous motor related SQ complaints experience would be advantageous.
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us:
- 25 days annual leave plus 8 days Bank Holiday
- An additional day off for a 'celebration day' including, but not limited to, birthdays, weddings, religious holidays, graduations etc
- Buy or sell up to 5 days holiday a year
- Healthcare cash plan through Westfield Health worth a minimum of £750 per year
- Electric Vehicle salary sacrifice scheme
- Cycle to Work salary sacrifice scheme and a free helmet
- Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
- Smart Tech scheme (buy goods with 0% interest)
- 10% discount on solar panels
- Tandem Hub for treats, cash back and discounts on UK retailers
- 2 days per year paid volunteering
- Free cereal, snacks and drinks in all offices
- Quarterly team social budgets
- Volunteer 2 days a year for charity