Established in 2006, Everyday Loans has become a subsidiary of Non-Standard Finance plc when it was acquired by them early in 2016. Everyday Loans offers unsecured personal loans to UK customers through its network of over 70 branches across the UK. We meet customers face-to-face to help people with their financial requirements, offering unsecured loans to homeowners and tenants.

This role is within a growing financial services company working within a small team as part of the customer resolutions team and you will have experience within financial services and complaints – alongside a good eye for detail.

Job Purpose

To assist the Senior Customer Resolutions Manager, Head of Customer Resolutions and Head of Risk and Compliance in the operation of the Everyday Loans Complaints Function, ensuring all activities are compliant with FOS complaint handling rules and FCA guidelines. To oversee and manage the complaints process and database, ensuring consistency of responses and adherence to timelines and acting as a key point for new complaints.

Key Responsibilities

* Prepare, review and agree responses to complainants

* Demonstrate excellent customer service skills and knowledge

* To understand, commit and participate fully in managing service beyond customer’s expectations and to company standards

* To support and adhere to the Core Values of Everyday Loans including Outstanding Customer Service and ELL’s TCF Policy and to execute these behaviours to their full extent and intent.

* Responsible for the timeliness and accuracy of all record-keeping functions and reports in respect of complaint monitoring

* Actively share best practice with the branch network and Central functions

* To effectively and efficiently complete all duties and responsibilities as assigned, to company standards

* Assist in maintaining the company complaints procedures, providing regular recommendations to the business.

Qualifications & Experience

* Previous experience in financial services with customer complaints experience

* Proficient in Excel and Word

* Excellent organisational skills and attention to detail required

Company Values

Everyday Loans is committed to supporting our employees and customers. We are proud of our culture, and all employees are expected to demonstrate our company values.

Promote and Defend our Culture – Always
Honesty | Discipline | Work Rate | Humility