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!
Key Responsibilities
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.
Qualifications
- 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 Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.
We take pride in being a diverse and inclusive business. It’s a place where you can Be Your True Self 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. We have been recognised as a Great Place to Work for Women, for Wellbeing, and overall for over 25 years, fully committed to ensuring your progression is not slowed or halted by barriers related to race, gender, age, sexuality, or other protected characteristics. Our fantastic benefits make sure our colleagues have a great work‑life balance.
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