Job Ref: 212965854

Date: 2021-01-05 14:18:36

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Everyday Loans is a market leader within the financial services sector providing sub-prime loans in over 70 branches across the UK and currently has an opportunity for a Customer Resolutions Administrator to join the team reporting into the Senior Customer Resolutions Manager on a 12 Month Fixed Term Contract

The company has an enviable track record of growth and offers individuals with the scope to have a career with us alongside offering a superb range of benefits and being nominated for three awards last year and won an award this year recognising our commitment to our customers and our employees.

The Role

To assist the Senior Customer Resolutions Manager 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 log, monitor and prepare complaints reports, ensuring consistency of responses and adherence to timelines whilst managing the complaints inbox.

Key Responsibilities

* Maintaining management of all complaints records to ensure files remain organised and give a full audit trail of all communications.

* Filter correspondence, documentation, emails to establish the appropriate recipient.

* To log complaints, DSARs and respond to email enquiries.

* Manage and organise the Team’s shared email inbox.

* Run monthly, weekly, and quarterly reports.

* Contact internal and external parties for relevant information required to send out FOS business files and DSARs ensuring the correct format is followed.

* Receive and answer telephone queries ensuring service exceeds customers’ expectation.

* 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.

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

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

Skills and Experience

* Knowledge of Industry and complaint handling.

* Numerate and literate – a proven track record and good reporting skills.

Competencies

* Business and Commercial Focus

* Customer Focus

* Communication and Confidence

* Self-Development

* Planning and Reviewing

* Judgement and Problem Solving

Rewards

Successful applicants will be provided with comprehensive training and may involve staying away from home during the first few weeks during induction; accommodation is provided. Salary is competitive alongside a quarterly bonus scheme. This is supported by an extensive range of benefits:

* Annual Bonus scheme

* Private Healthcare for you and your partner

* Life Insurance

* Excellent company pension 3% employee to 8% employer contribution

* 25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)

* Dental Plans

* Health MOT's

* Gym Discounts and Cycle to Work vouchers

* Taste discount cards

* Techsave scheme

Everyday Loans is committed to being a great place to work, and also has an active Employee Forum, Social and Charity Committee's, and is also a proud foundation partner with MindSet magazine – the UK's leading mainstream magazine dedicated to the health of the mind, supporting our dedication to supporting healthy minds and mental health in the workplace

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