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Complaints at Blue

Complaints at Blue drive good customer outcomes, balancing the regulatory requirements and Blue’s policies with the needs of the customer. The overall aim is always to achieve the right outcome based on the information gathered throughout the investigations, liaising with other specialist teams both within Blue and externally.

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Overall purpose of the role

The role is part of the Complaints Team - who ensure timely and accurate administration of any complaints received by the company including the company’s introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations and the company’s policies and

procedures. This specific role will deal with the administration around commission claims from both customers and Claims Management Companies (CMCs), ensuring that all complaints are acknowledged and resolved within regulatory timeframes.

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Key responsibilities and accountabilities

The key aspects of the role:

• To ensure all customer commission queries are acknowledged within regulatory timeframes.
• To complete all aspects of the CMC process for both commission and affordability complaints –
• acknowledgement, 20-day letters, Final Response Letters.
• To assist the Director of Special Servicing with the timely administration of Final Response Letters to customers and CMCs in relation to commission and affordability complaints.
• To assist the Complaints Team Leader with any ad hoc tasks that may arise.
• To assist the Complaints Team with daily tasks if their workload is up to date e.g., collating of FOS files, acknowledgement customer calls etc.
• To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames.
• To review each customer complaint openly and fairly without bias or personal opinion.
• To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver.
• Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible.
• Ensure that all complaints are handled with the highest standard of customer care.
• Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns.
• To always maintain complaints database with correct and relevant information.
• Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with.
• To present the company in a professional manner and maintain confidentiality.
• Ensuring electronic and paper filing is up to date and always in order.
• Communicate and build sustainable relationships with all other internal departments and field staff.

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Compliance and regulation

Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your

role at Blue.

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Person specification

Standard requirements:

• Know, understand and apply the principles of TCF and the Consumer Duty
• Ensure regulatory responses are issued correctly and on time.
• Keep electronic and paper filing in order at all times.
• Keep up to date with the company’s products.
• Present the company in a professional manner at all times.

Qualifications

• Good educational background with proficiency demonstrable in maths and English Computer Literate, including MS office products and Email.

Experience

• Experience of working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints
• Knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
• Knowledge of GDPR and DPA act
• Ability to understand and comply with documented processes, policies, and procedures.
• Excellent verbal and written communication skills

Interpersonal

• Someone who loves to learn and do well and is keen to develop their career.
• Adaptable and flexible
• Ability to work as part of a team but also individually.
• Reliable
• Excellent planning and organisational skills
• Enthusiastic ‘can do’ attitude.
• Able to work under pressure to tight deadlines.
• Accuracy and attention to detail
• Professional and well presented.
• Establishes effective working relationships.
• Customer focused approach

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Additional requirements

• This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder
• From time to time, and within reason, you may be required to carry out tasks that fall outside of your
• position’s remit.
• From time to time, and within reason, you may be required to work outside of your standard contracted hours.
• As part of your on-going development, you may be required to undertake training to meet the requirements of your role.
• Due to our remote location and lack of public transport it is suggested that you are a driver and can get to our offices in Sundridge, Sevenoaks.

Apply for this role

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​Job purpose

The role is part of a team who ensure timely and accurate administration of any complaints received by the company including the company’s introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations and the company’s policies and procedures. This is a growing and developing role along with the growth of the department. We are looking for self-motivated, experienced complaint handlers who are able to work autonomously to offer the best resolution to our customers whilst insuring Blue’s integrity.

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Dimensions

The key aspects of the role:

• To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames
• To openly and fairly review each customer complaint without bias or personal opinion
• To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver
• Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible
• Ensure that all complaints are handled with the highest standard of customer care
• Build excellent relationships with 3^rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
• To maintain complaints database with correct and relevant information at all times

Standard requirements:

• Know, understand and apply the principles of TCF and the Consumer Duty
• Ensure regulatory responses are issued correctly and on time
• Keep electronic and paper filing in order at all times
• Keep up to date with the company’s products
• Present the company in a professional manner at all times

Knowledge, skills and experience required

Qualifications

• Good educational background with proficiency demonstrable in maths and English
• Computer Literate, including MS office products and Email

Experience

• Experience of working within the motor finance industry with a minimum experience of 12 months handling vehicle quality issues and complaints
• Knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
• Knowledge of GDPR and DPA act
• Ability to understand and comply with documented processes, policies and procedures
• Excellent verbal and written communication skills

Interpersonal

• Someone who loves to learn and do well, and is keen to develop their career
• Adaptable and flexible
• Ability to work as part of a team but also individually
• Reliable
• Excellent planning and organisational skills
• Enthusiastic ‘can do’ attitude
• Able to work under pressure to tight deadlines
• Accuracy and attention to detail
• Professional and well presented
• Establishes effective working relationships
• Customer focused approach

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Additional information

• Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
• Able to reliably commute to office
• Monday to Friday 9am to 5.30pm

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Scope of Role

Report directly to the Complaints Team Leader.

Apply for this role

Overall purpose of the role

The role is part of the Finance Team ensuring the timely and accurate administration of unpaid dealer invoices.

The scope is relatively broad and includes liaising with the dealers, the sales force, external parties, and customers, as well as the Financial Ombudsman Service, both over the phone and via written correspondence. The objective is to ensure compliance with company’s processes and procedures and control debt levels.

Key responsibilities and accountabilities

• ​Collecting debts in a timely and effective manner
• Resolving outstanding invoice queries, both internally and externally
• Finding commercially viable solutions for outstanding invoices
• Collaborating with the in-house Legal Team for legal actions
• Negotiating re-payment plans
• Escalating to external Debt Collections Agencies when necessary
• Identifying and reporting areas of concern while adhering to Consumer Duty and compliance procedures
• Participating in remedial projects
• Maintaining electronic and paper filing systems
• Representing the company in a professional and confidential manner

Knowledge, skills and experience required

Experience

• 1-2 years of Credit Control experience – preferably in the motor finance sector
• Experience of working in a team in an office environment
• Experience of liaising directly with suppliers by phone and other media
• Ability to understand and comply with documented processes, policies and procedures
• Knowledge of treating customers fairly (Consumer Duty)
• Awareness of current FCA regulations

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Qualifications

• Good educational background with proficiency demonstrable in Maths and English
• Computer Literate, including MS office products and email

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Interpersonal

• Exceptional planning and organisational skills
• Accuracy and attention to detail
• Excellent verbal and written communication skills
• Able to work under pressure and to tight deadlines
• Enthusiastic 'can-do' attitude
• Adaptable and flexible
• Establish effective working relationships across the business
• Have tenacity to be able to establish rapport with dealers and ASMs and successfully collect payments
• Ability to work as part of a team and individually
• Customer-focused approach

Compliance and regulation​

Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and dealers and understand how this requirement specifically applies to your role at Blue.

Additional requirements

• This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder.
• From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit.
• From time to time, and within reason, you may be required to work outside of your standard contracted hours.
• As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role.
• Due to our remote location and lack of public transport it is suggested that you are a driver and can get to our offices in Sundridge, Sevenoaks.

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Working Hours

Permanent Position 

37.5 Hours a week (8.5 hours per day Inc. 1 unpaid hours for Lunch 

Apply for this role

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Job purpose

You will be part of an engaging team of Customer Service Advisers who put the customer at the heart of everything they do. We are striving for first call resolution whilst providing a positive and friendly service to our customers. This is a growing and developing role along with the growth of the department. We are looking for self-motivated, enthusiastic customer service advisers who want to offer the best service to our customers whilst insuring Blue’s integrity.

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Responsibilities

The key aspects of the role:

• Respond to Inbound and outbound telephone/email enquiries in a professional and courteous manner
• Maintain customer account records by recording / updating information as required
• Record any dissatisfaction / satisfaction information in line with the company procedure’s
• Contribute towards the team by working together to achieve the SLA requirements
• Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with
• To present the company in a professional manner and maintain confidentiality
• Identify and assess customers’ needs in order to achieve good customer outcomes and one call resolution where possible
• Completion of outbound welcome calls
• To complete all ad hoc tasks as distributed by the Senior / Team Leader
• Ensuring electronic and paper filing is up to date and always in order
• Communicate and build sustainable relationships with all other internal departments and field staff

Standard requirements:

• Know, understand and apply the principles of TCF and the Consumer Duty
• Keep electronic and paper filing in order at all times
• Keep up to date with the company’s products & mandatory training
• Present the company in a professional manner at all times
  

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Knowledge, skills and experience required

Qualifications

• Good educational background with proficiency demonstrable in maths and English
• Computer Literate, including MS office products and Email

Experience

• Experience of working in a team in an office environment
• Knowledge the FCA’s Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
• Ability to understand and comply with documented processes, policies and procedures
• Excellent verbal and written communication skills

Interpersonal

• Motivated to learn and do well, to absorb as much of the training as possible and keen to develop their career
• Adaptable and flexible
• Ability to work as part of a team but also individually
• Reliable
• Enthusiastic ‘can do’ attitude
• Accuracy and attention to detail
• Professional and well presented
• Customer focused approach

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Additional information

• Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
• Rota shift work based on 8am-6pm Monday to Friday
• Able to reliably commute to office
  
• Scope of Role
• Report directly to Team Leader
  

Apply for this role

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Overall purpose of the role 

Recoveries is a team that works with other areas of Customer Management, such as Collections, Blue Academy, Technical Recoveries and Complaints. They are responsible for liaising with our third-party partners to ensure vehicles are collected in a timely manner, regular check ins with agents and auction houses, responding to emails from third parties and crushwatch alerts from the police or pounds. 

As part of the Recoveries role, there will be daily involvement in the litigation activities of the business. Attention to details and accuracy are essential, as well as ensuring that the Company’s processes and procedures are followed. 

Key responsibilities and accountabilities​

• You will be responsible for ensuring that a wide range of administrative activity is completed within stretching time scales to meet the needs of customers, third party suppliers and the business.
• You will effectively support the Recoveries functions in a professional and effective manner and be a point of referral and decision making for customer exceptions.
• Customer contact is maintained by various communication methods to ensure effective resolutions via telephone calls, email and SMS. Additionally, the job holder will be responsible for the issue of pre-litigation material to support the overall Collection and Recoveries activity.
• You will ensure that all customer records are updated in accordance with company and industry guidelines and ensure that all information gathered during any customer conversations are clearly noted onto the in-house debt management platform.
• To manage a caseload of Recovery of Goods actions under supervision which includes reviewing customer accounts, drafting pre-litigation correspondence, drafting claim forms and witness statements, issuing proceedings at Court, and instructing County Court advocates and other third parties.
• To build and maintain a strong professional relationship with external solicitors. 
• To carry out administrative duties which include opening case files, compiling legal bundles, drafting letters, and processing incoming post.
  

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Person specification

• Good team player, flexible and able to work on own initiative. 
• Ability to manage a full caseload and take responsibility for its successful outcome.  
• Appreciates the importance of accuracy and attention to detail.
• Ability to work with competing deadlines and priorities.
• Strong communication skills and adaptability are key attributes.
• Good team player, flexible and able to work on own initiative.
• Comfortable and competent with MS Office and familiarity with case management systems.

Additional requirements 

• As part of your on-going development, you may be required to undertake training to meet the requirements of your role.
• This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder.
• Must be able to reliably commute to the office. 
• Working hours - 37.5 hours per week. (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day). Office hours consist of 8am-7pm, shift-based rota, Saturday 9am-1pm (time off in lieu).
• Hybrid working available after training completed - 3 days office based as a minimum.
• Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.

Apply for this role

Customer Experience at Blue

​The customer experience team at Blue are responsible for completing testing around quality control and the end-to-end customer journey. The team ensures Blue are providing good customer outcomes whilst also adhering to policies and procedures. The team provide an integral insight into results and trends across the business, suggesting remedial activities as well as identifying risks and trends. The team is part of the wider Customer Management Department, however, does sit independently as part of the Customer Experience Team.

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Overall Purpose of the Role

​The purpose of this role is to conduct comprehensive and robust quality checks on work completed within different departments across Blue, assisting the Customer Experience Team Leader in identifying trends and risks, escalating issues for timely resolution, and supporting the creation of reports and remedial actions shared company wide.

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Key Responsibilities and Accountabilities

​Assess calls based on different call types, ensuring compliance with regulatory authorities (FCA) and accuracy in scoring.

• Assist the Customer Experience Team Leader in creating weekly and monthly reports outlining patterns, risks, and trends for higher management.
• Identify trends and risks in the business and escalate them via the Customer Experience Team Leader for timely resolution.
• Conduct calibration sessions with the compliance manager and contact centre team leaders to align assessments.
• Perform spot checks, offering guidance on emerging themes and trends, while ensuring thorough quality checks and identifying vulnerabilities in calls.
• Maintain required call sampling targets and timelines while creating high-quality call feedback summaries.
• Liaise with other areas of the business and internal teams for query resolution.
• Work closely with the Customer Experience Team Leader to manage workloads effectively and monitor call volumes within a set timeframe.
• Use analytical judgment skills to provide clear rationale on decisions and assess customer outcomes.
• Implement ongoing enhancements in processes and procedures aligned with business objectives.
  

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Compliance and regulation

​Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

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Person Specification

​Excellent understanding of current FCA regulations.

• Proficient in fostering effective relationships across all levels, with strong interpersonal skills and a deep understanding of customer importance. Confidently interfaces with customers, regulators, and external agencies.
• Essential to have a strong understanding of consumer duty, outcome testing, and cross-cutting rules.
• Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned.
• Good team player, flexible and able to work on own initiative.
• Appreciates the importance and delivers accuracy and attention to detail.
• Demonstrates a sense of urgency and good work ethic.
• Ability to work with competing deadlines and priorities.
• Resilient, not derailed by a setback and returns to a high level of performance quickly.
• Comfortable and competent with MS Office.
  

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Additional Requirements

​This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder.

• From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit.
• From time to time, and within reason, you may be required to work outside of your standard contracted hours.
• As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role.
• Due to our remote location and lack of public transport it is suggested that you are a driver and can get to our offices in Sundridge, Sevenoaks.

Apply for this role

Job purpose

This role is part of a team that ensures timely and accurate administration of finance loan products. This includes processing applications online, liaising with customers and colleagues and dealing with queries. Ensuring accuracy at all times, and that the company's processes & procedures are followed.


Dimensions

- Underwrite referred deals to policy and mandate
- Make confident decisions in line with business rules and processes 
- Manage ‘more information’ queries
- Investigate potential frauds, PEP and sanctions matches
- Verification of the completeness and accuracy of credit proposals
- Keep electronic and paper filing in order at all times
- To keep up to date with the company’s products
- To present the company in a professional and confidential manner at all times
- To pay due care and attention to your own, and others’ health & safety at all times

Knowledge, skills and experience required

Qualifications:
- Good educational background with proficiency demonstrable in Math’s and English
- Computer literate, including MS office products and email

Experience:
- Experience of working in a team in an office environment
- Ideally 1-2 years previous underwriting experience - preferably in a consumer finance environment
- Knowledge of TCF
- Ability to understand and comply with documented processes and procedures

Interpersonal:
- Adaptable and flexible
- Excellent verbal and written communication skills
- Ability to work as part of a team
- Excellent planning and organisational skills
- Enthusiastic 'can do’ attitude
- Able to work under pressure and to tight deadlines
- Accuracy and attention to detail
- Professional and well-presented
- Establishes effective working relationships
- Customer focused approach

Additional information
- Perm / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day). Office hours consist of 8am-8pm shift-based rota
- Able to reliably commute to office
- Hybrid working available after training completed - 3 days office based as a minimum
- Weekend shifts and occasional bank holiday work is required with a day in lieu earnt.

Apply for this role