Collections Agent

Collections Agent  

🌏 Manchester – City Tower  

💰 £25,000 - £30,000 p.a. plus yearly bonus 

⏰ Monday – Friday working between the hours of 9am – 6pm (1 hour lunch), one Saturday in every 3 from 9am – 1pm  (37.5 hours per week) - hybrid working 

💖 Our perks 

• 🌏25 days holiday plus bank holidays increasing to 28 days after 3 years service.   
• 🤸 Hybrid working – you’ll be able to split your time between working in the office and at home. 
• ⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).  
• 👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers. 
• 🤒Healthcare plan – free healthcare via Vitality for you and your family. You’ll receive money back on health appointments e.g. dental, optical and more.  
• 👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future. 
• 🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit. 
• 🤟Employee discounts – discounts you can access anywhere, anytime for all major shops. 
• 👌1 day volunteer day per year – an opportunity to give back to the community each year. 

🚗 Oodle – who are we? 🚗 

Our mission is to be the UK’s simplest way to find and finance a great value used car. We want to put car buyers back in control and make the car buying experience as simple, straightforward, and joyful as possible as car buyers deserve oodles of car buying confidence!  

We are a team of 450 people located in Manchester, Oxford and London. Over the past 8 years, we’ve supported 10,000’s of customers on their car buying journey.   

🙌 The Role  

Collections Agent at Oodle Car Finance.  

The Payment Support Team at Oodle Car Finance are on a mission to deliver a great customer experience. In this role you will support our customers who have outstanding payments to take steps to manage any missed payments. You will have exceptional communication and empathy skills and be able to build relationships with our customers to support them with the right outcome.  

At Oodle, our customers and people are at the heart of what we do. This is a great opportunity to work for a company who will support your career and be part of a positive and dynamic team.  

We are a friendly team who are looking for people who will roll their sleeves up and do what it takes to make Oodle a key player in the used-car industry.  

If you are passionate, driven and committed to providing a first-class customer experience, we’d love to hear from you.   

Responsibilities:  

• Listen to our customers, and with the support of effective questioning, gain sufficient understanding of our customers’ circumstances so you can agree an appropriate way forward, for example agreeing an affordable and sustainable repayment plan
• Perform against KPI’s ensuring you are delivering against our Oodle values (such as Call Quality, Effective Outcomes, etc)
• Make informed decisions independently (where mandates allow) and be able to identify when to suggest considering doing something different
• Foster an improvement culture, where everyone is proactively encouraged to focus on our 4Cs (Customer, Compliance, Colleague, & Commercial) and feels confident to ask to do something different to get the right result
• Lead by example and be a role model for Oodle’s values

Key attributes, skills & knowledge

Essential

• Strong written communication skills
• Confident and empathetic handling of challenging customer conversations
• Ability to identify problems, identify root causes and promote effective solutions
• Understanding of regulatory requirements and commitment to upholding compliance standards
• Demonstrate collaboration and building a growth-oriented environment

Desirable

• Knowledge of Consumer Duty and FCA guidelines or willingness to learn
• Ability to use Excel

👩‍💻 Hiring Process 

☎️ Initial screening (30 mins) 

🔦 Capability and values interview (1 hour)  

💚 Our Values  

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.  

• Embrace being human – empathy and diversity make us stronger  
• Strive for awesome – it’s awesome when we do better every day  
• Everyone’s a builder – we’re in this together and we win as a team  
• Bravely honest – we’re honest with ourselves and everyone else  
• Think customer – they’re at the heart of everything we do 

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures.

We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process please email [email protected]