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Job purpose

The main focus of the role is ensure the team are driven to reach both individual and collective targets while retaining high standards and maintaining good customer outcomes. The leader must ensure sufficient training is given to new starters in the team as well as delivering high levels of development lessons for more experienced members to ensure they are maintaining the level of performance that is expected. The leader will report directly into the Head of Department and will be involved in recruitment, quality assessment and managing relationships with the external sales force and internal departments.

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Dimensions

• Driving day to day performance of a sales team to hit ambitious monthly targets.
• Lead the ongoing development of QC/QA to continually evolve the process of keeping customers well informed about their finance journey in line with consumer duty.
• Ongoing development of sales staff to improve performance against target
• Perform monthly reviews with each member of the team, as well as quarterly reviews alongside Head of department.
• Constant review and awareness of correct process and procedure documents including development if required.
• Managing rollouts of new process, procedures and products
• Oversee Lead manager daily and make sure allocation is being actioned in a timely and accurate manor, all accounts are being kept up to date including action or allocation to cover sickness/days in lieu
• Awareness and development of ongoing product, partnerships and tech development within the Blue Direct area.
• Managing people HR, team rota, sickness, annual leave and overtime.
• Working as part of the leadership team on recruitment.
• Initial point of contact for the external sales force, including technical issues and managing relationships and potential disputes with supporting dealerships.
• Continued feedback to head on department on existing systems and process.
• Assist manager in other tasks that relate to the running of the Direct Sales team
• Working as part of the sales team on the telephone if required.
• Keep up to date with Blue’s products and services
• To present Blue in a professional and confidential manner at all times.

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Knowledge, skills and experience required

• Customer focused telephone experience from a sales environment.
• Exceptional team leadership skills, as well as being confident in managing individuals.
• Good educational background with proficiency demonstrable in Maths and English
• Computer Literate, including MS office products and email
• Excellent verbal and written communication skills
• Awareness of current FCA regulations, there will be a requirement to study and pass the SAF (Specialist Automotive Finance) test.
• Ability to understand and comply with documented processes, policies and procedures as well as working alongside manager to develop new ones.
• Essential time keeping and being flexible and willing to step up when required if the team are short staffed

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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)
• Current shift pattern of 9 – 5.30 Monday to Friday and 9-5 Saturdays. Potential for rota shift work based on 8-8 weekdays, Sundays & Bank Holidays (day in lieu earnt for working them) based on regional requirements.
• Able to reliably commute to office

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

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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 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

Scope of Role

Report directly to the Complaints Team Leader.

Apply for this role

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Job purpose

You will be part of an engaging team of Customer Service Advisors 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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Job purpose

The role is to support existing and new relationships with Introducers (Dealers and Brokers) and Blue Area Sales Managers by telephone and email. Advisers will research and evaluate new introducer setups and provide an ongoing review of our portfolio of dealers. The role holder is required to ensure the processes and procedures are followed whilst ensuring the daily workload is completed to the highest levels of accuracy and efficiency and adhering to the departments KPI’s / SLA’s.

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Dimensions

The key aspects of the role:

• Respond to inbound and outbound telephone enquiries in a professional and respectable manner
• Maintain customer account records by recording / updating and deleting information as required
• Process and respond to all inbound and outbound correspondence
• Ensure company policies are adhered to and followed
• Always maintaining electronic and paper filing
• Identify and assess clients’ needs to achieve customer satisfaction and one call resolution where possible
• Record any dissatisfaction / satisfaction information in line with the company procedure’s
• Build sustainable relationships with all other internal departments and field staff
• React to any procedure changes positively and proactively
• Contribute towards the team by working together to achieve the SLA requirements
• Communicate with Dealerships / Area Sales Managers
• To keep up to date with the company’s products & E Learning
• To present the company in a professional manner and maintain confidentiality
• To pay due care and attention to your own and others’ health and safety at all times
• Accurately recording and updating customers loan proposals
• To complete all ad hoc admin tasks as distributed by the Senior / Team Leader / Head of Department
  

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Knowledge, skills and experience required

Qualifications

• Good educational background with proficiency demonstrable in Maths and English
• 1-2 years previous financial services experience preferably in a consumer finance environment
• Computer Literate, including MS office products and Email

Experience

• Experience of working in a team in an office environment
• Knowledge of treating customers fairly (TCF)
• Awareness of current FCA regulations
• Ability to understand and comply with documented processes, policies, and procedures
• Excellent verbal and written communication skills
  

Interpersonal

• 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
• Rota shift work based on 8-8 weekdays and 9-6 Saturdays, Sundays & Bank Holidays (day in lieu earnt for working them)

Apply for this role

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Loan Origination at Blue

The Loan Originations team at Blue support applicants by helping them to obtain affordable motor finance loans. We work with the introducers and customers across Underwriting, Payouts, Introducer Support and Specialist Funding.

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Overall Purpose of the Role

This role forms part of the day-to-day team function to ensure timely and accurate payment and administration of all new loan products. This includes direct liaison with the introducers and customers where necessary, whilst ensuring exceptionally high levels accuracy at all times. This role requires the individual to offer the best response / support to all the teams customers externally and internally.

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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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Key Responsibilities and Accountabilities

The key aspects of the role are to:

• Pay out incoming deals in line with company policy and approved mandate value
• To check all pay-out correspondence for accuracy and completeness including ensuring that we are enforcing all underwriting and compliance conditions
• Be a point of reference, knowledge and support for our dealer/broker network.
• Being responsive to change for new processes and working alongside internal teams to aid a quick, efficient and a company compliant outcome for Blue.
• Ensure company policies are adhered to and followed.
• Working review of departmental procedures in line with policies with the ability to suggest review/change where identified.
• Engage and interact openly in monthly team meetings to overview departments projects / SLA’s and performance indicators and support the TL.
• Respond to telephone and administrative queries in a professional and respectable manner and maintain customer account records by recording/ update or deleting information as required.
• Liaising closely with other departments as necessary.
• Adhering to company policies and procedures and maintaining updated documentation.
• To keep up to date with the company’s products and policies.
• To present the company professionally and confidentially at all times.
• To pay due care and attention to your own and others’ health and safety at all times.
• Ensure all client communication is responded to within the set Key performance indicators.
  

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Person Specification

Qualifications

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

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Experience

• Experience of working in a team in an office environment
• 1-2 years previous financial services experience preferably in a consumer finance environment
• Knowledge of treating customers fairly (TCF)
• Awareness of current FCA regulations
• Ability to understand and comply with documented processes, policies and procedures
• Excellent verbal and written communication skills

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Interpersonal

• 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

• Office hours are between 8am-8pm, you should complete 7.5 hours a day, covering core working hours depending on your rota
• Rota shift work based with some 9am-6pm Saturdays, Sundays & Bank Holidays (day in lieu earnt for working them)
• Hybrid working available after training completed (3 days in the office as a minimum)
• 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 are able to get to our offices in Sundridge, Sevenoaks.

Apply for this role

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Loan Originations at Blue

The Loan Originations team at Blue support applicants by helping them to obtain affordable motor finance loans. We work with the introducers and customers across Underwriting, Payouts, Introducer Support and Specialist Funding.

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Overall purpose of the role

The Specialist Funding Team supports Blue Motor Finance by promoting a one stop service to appointed dealers and their customers. This established team brokers the applications that Blue Motor Finance is unable to underwrite, to partner finance companies. The role includes processing applications, liaising with customers, dealers and colleagues and dealing with queries. Ensuring accuracy at all times, and that the company's processes & procedures are followed.

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Key responsibilities and accountabilities

The key aspects of the Specialist Funding Advisor role are to:

• Act as a key point of contact for customers and financial providers
• Predominantly handling inbound and outbound phone calls from dealers and customers
• Offering customers the best options to support their financial request, through negotiation with customers and dealerships
• Overcoming objections and presenting solutions positively, using empathy and understanding
• Building excellent working relationships with customers and finance providers
• Work as part of a busy team
• Able to multi-task
• Working to set targets and deadlines
• Adhering to FCA guidelines and regulations
• Maintain SAF accreditation
• Maintaining up to date records
• Keeping up to date with the company’s and client finance products and maintaining knowledge in line with good practice

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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

Skills & Experience

• Proven experience of working within a sales environment is crucial (target driven environment)
• Must be able to demonstrate good negotiation/objection handling skills 
• Keen eye for detail along with great organisational skills
• Able to prioritise workload & multi task
• Knowledge of treating customers fairly (TCF) - essential
• Awareness of current FCA regulations - desirable
• Ability to understand and comply with documented processes and procedures

Qualifications

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

Interpersonal

• Enthusiastic and adaptable - willing to go that extra mile
• Reliable, able to work under pressure to tight deadlines, whilst maintaining quality
• Positive & passionate, always striving to give your best
• Motivated to meet, and exceed individual & team targets
• Confident & friendly with the ability to work as part of a team & take initiative
• Customer focussed approach with the ability to build excellent relationships

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Additional requirements

• Office hours are between 8am-6pm, you should complete 7.5 hours a day, covering core working hours depending on your rota
• Rota shift work based with some 9am-6pm Saturdays, Sundays & Bank Holidays (day in lieu earnt for working them)
• Hybrid working available after training completed (3 days in the office as a minimum)
• 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 are able to get to our offices in Sundridge, Sevenoaks.

Apply for this role

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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

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- 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