Motor Quality Specialist
Admiral Money is hiring for a Motor Quality Specialist to join the team!
About Us
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’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.
The Role
As a Motor Quality Specialist, you will be responsible for handling customer complaints, with a key focus on motor quality complaints.
You will investigate cases of all types, following notification of a complaint, and communicate with internal and external stakeholders to reach the best outcome for our customers and the business. You will ensure 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.
Key Responsibilities
- Investigate and respond to customer complaints, especially motor quality complaints received for our Car Finance products, ensuring FCA DISP compliance and fair treatment.
- Support our Loans Quality Executives with complaint handling of Unsecured Personal Loan and Specialist Mortgage products, sharing best practice across the Complaints team.
- Work closely with the Motor Product Team to develop process documentation, ensuring customer‑focused solutions and efficient complaint resolution.
- Respond to and liaise with the Financial Ombudsman Service, ensuring escalated complaints are dealt with promptly and decisions are reached quickly.
- Share best practice and expertise across the Complaints team and wider operational and product areas, including training rollout, calibration sessions, and workshops.
Essential Criteria
- Experience in dealing with Motor Quality complaints and working with motor dealers/brokers.
- Good understanding of the Consumer Rights Act 2015.
- Experience handling complaints within a regulated environment.
- Proficiency with Microsoft packages.
- Strong commitment to first‑class customer service.
- Confidence communicating clearly with all staff levels, from frontline to senior stakeholders, and with customers via different channels.
Benefits
Admiral offers a people‑first culture where you can Be You, grow and progress at a pace that suits you, make a difference for our customers and each other, and share in our future with eligible colleagues receiving 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, increasing to a maximum of 38 days with longer tenure. There is also the option to buy or sell up to five additional days of annual leave.
We’ve been recognized as a Great Place to Work for Women, for Wellbeing, and overall for over 25 years, and we are committed to ensuring progress is not hindered by barriers related to race, gender, age, sexuality, or any protected characteristic.
As a Disability Confident Leader, candidates with a disability or long‑term health condition who opt into the scheme will be invited for the first stage of the selection process.
We welcome reasonable adjustments or support during the application process upon request.
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