Due to continued growth we are looking to appoint a Quality Assurance and Coaching Manager for our Customer Service Team 

We are looking to appoint a Quality and Coaching Manager who will be responsible for supporting and leading the learning and development of the Customer Service Team. You will ensure the following key activities are performed effectively underpinned by delivering great customer experience and outcomes:

What we offer;

  • Competitive Salary
  • Company Bonus
  • Pension 
  • Healthcare with Family cover
  • Share Options for Top performers
  • 25 days holiday (plus bank holidays)
  • 3-day induction in our Oxford HQ (Travel and Accommodation paid)
  • Full training and development
  • Mentoring scheme

 Perks and other extras;

  • Paid day off to Volunteer with our nominated charity
  • Complimentary Fresh Fruit, Diet Coke/ Coke, Bean to Cup coffee, Breakfast cupboard.
  • Company lunch every two weeks
  • Seasonal social events
  • In-house fitness room - access to personal training sessions and boot camp. 

 

Your key responsibilities will be to:

Coaching

  • Complete call monitoring and case audits
  • Assess training/coaching requirements based on call monitoring and audit feedback/results
  • Feedback to Team Leaders regrading call monitoring and case audit outcomes
  • Where necessary, working with Team Leaders and Managers to construct Personal Improvement Plans
  • Providing the training and monitoring of those going forward

Training Design & Delivery

  • Vulnerability
  • GDPR & AML
  • Soft Skills – Best Practice, First Call Resolution, Questioning, etc.
  • Complaints handling
  • System use
  • Work with Product Managers to create training for new product releases
  • Evidence training records and attendance

Induction Training

  • Compliance
  • System use
  • Process and procedures
  • Role requirements
  • Motor Finance Industry knowledge
  • Sign off prior to joining team

 

What are we looking for in our Oodle employee?

Required Experience

  • Prior experience working with multi-skillset teams
  • A minimum of 2 years’ experience within a Quality Assurance function or equivalent
  • Highly personable nature, able to confidently build relationships and communicate across teams with an adaptable approach
  • The ability to lead a team including the coaching and development of all team members
  • Manage key stakeholder relationships at all levels
  • Ability to take a proactive and results-oriented approach to your work with the ability to multitask and maintain excellent attention to detail
  • Great organisation and time-management skills
  • Good written and verbal communication skills
  • Good analytical skills with an eye for detail
  • The ability to remain calm under pressure
  • Leading by example Oodles core values

Desirable Experience

  • A knowledge of Oodle processes and procedures
  • Motor/Asset/Consumer Credit experience
  • A working knowledge of industry regulations; including FCA rules and guidance and DISP rules
  • Experience building and delivering training material
  • CIPD qualifications in Learning and Development
  • Any other relevant qualifications from external bodies

 

About Oodle

Oodle Car Finance is changing the way people buy cars, by putting our customers’ needs front and centre of the biggest retail market in the UK. We are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs. Although we primarily provide loans for our customers and link them up with some of the UK’s best car dealers (in one rapid, blink-and-you-miss-it, digital procedure), that is just the start. Our ultimate goal is to make buying a car as easy as buying a t-shirt on Amazon. With a glove box full of powerful algorithms (and investment from some of the world’s most reputable financial institutions) we have been building and developing a customer-first, fully integrated digital retail experience inspired by Amazon’s one-click model. We’re not quite there yet, but with our proprietary loan technology, machine learning, and Big Data infrastructure, we’re shooting for the stars.

To help us achieve our ultimate mission to create a best-in-class consumer experience - where our customers reap the benefits - we are looking for exceptional individuals to join our team. And revel in the ride. We need outstanding people  with buckets full of energy, desire, curiosity and a can-do attitude to thrive in a fast-paced (and fun) entrepreneurial environment. Everyone at Oodle has an input on how we develop and how we change the game.

 

 

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