Customer Service Advisor

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The Asset Based Lending team sits within Risk and Litigation services which is part of the firm’s Business Advisory Division.

Our specialist team of motor finance case handlers are highly trained to deal with asset finance recoveries using commercial strategies and to engage with the customer at an early stage of proceedings. We deal with all cases, from routine collections and undefended matters to large multi-million pound complex cases.

Within the asset finance recoveries team we have several sub teams.  We have our own negotiations team, comprising experienced collections staff who engage with customers by telephone and seek to agree sensible repayment terms before legal proceedings are issued.  We also have several teams acting solely for specific motor finance clients to collect arrears and rehabilitate customers enabling them to remain in their Vehicle.  We also have a litigation team who are issuing standard delivery –up and money claims and enforcing Judgments obtained. 

This role is for a position in the Shoosmiths Oodle client team.  Oodle is a dynamic consumer lending FinTech business.  We currently have a requirement for a Customer Relations specialist to ensure that all complaints, written or verbal, are managed in line with the required deadlines and FCA requirements.  The successful candidate will also be able to identify trends and opportunities for service improvement and feed back to the business in order to improve the customer experience and enhance customer retention.

• Ensure all customer complaints are dealt with in a timely, efficient and courteous manner
• Carry out regular root cause analysis to provide information on complaints data trends
• To comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice  
• Regularly liaise with the dealer network to review open merchandise/satisfactory quality complaints and discuss actions required
• To be involved in the decision-making process and being able to communicate this effectively
• Dealing with sensitive issues in a polite and professional manner
• Demonstrate an understanding of the value of commercial relationships
• Comply with all of the RSG and the firm's policies and all regulatory requirements
• Control and manage your workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately
• Be responsible and accountable for your workload including meeting internal and client SLA requirements
• Be aware of associated areas of law impacting the Unit's delivery of its service
• Recognise any potential issues in cases and refer these appropriately
• Attend and complete any training in a timely manner
• Attend internal and external meetings as required and assist in implementing changes to any Unit procedures.
• Liaise with other internal teams as appropriate
• Assist the Unit in achieving financial targets, other KPIs, management information and meeting budgets.

Support the Unit with marketing initiatives when required and collating management information.

You will need the following skills and experience:-

• Ideally (but not essential) some experience of customer relations work and knowledge of motor finance and/or the Consumer Rights Act 2015
• IT literate with experience of using Word, Excel and the internet
• Ability to deal with difficult telephone conversations with any of the key stakeholders in the recoveries process confidently and calmly and refer if appropriate
• Good written, numeracy and oral communication skills
• Accuracy and attention to detail
• Ability to prioritise, be organised and efficient
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance
• Able to integrate within a team and able to work on your own initiative
• Friendly and helpful approach

Performance Standard

• Act at all times in accordance with the DevelopABLE criteria
• Treat your colleagues, clients and their customers and third parties with respect
• Good timekeeping

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.