Job at a glance
The Third-Party Support Specialist supports the end-to-end lifecycle of a funded loan by supporting the smooth running of customer and third-party partners requests and core operational processes. Operating within the Operational Change function, the role enables customer-facing teams to deliver the best possible customer experience and outcomes, while consistently striving to exceed expectations.
Acting as a key liaison between onshore operations, offshore teams, and external suppliers, the Third-Party Support Specialist provides oversight of key tasks and guidance across operational activities. In addition to performing core administrative and operational tasks, the role is instrumental in enhancing the effectiveness and performance of third-party suppliers. This includes maintaining strong, collaborative relationships with external partners, acting as a primary point of contact, and supporting the delivery of high-quality service and customer outcomes.
Reporting to the Third-Party Support Supplier Manager, the Third-Party Support Specialist works closely with multiple operational stakeholders to identify opportunities for process improvement, support governance and controls, and contribute to a culture of continuous improvement across customer management. What you'll be getting up to: Third-Party Supplier & Operational Case Management Act as a primary point of contact for relevant third-party partners, managing inboxes and handling enquiries via relevant channels Provide accurate and timely information on products, services, and operational processes Resolve supplier queries efficiently within SLA, ensuring appropriate escalation of complex issues to Third Party Supplier Manager Manage the relevant queues; including key activities such as Salesforce ToDos, HPI removals, CRA disputes Handle exception reporting, to ensure all cases are resolved in line with the best customer outcomes Identify and escalate risks and issues via appropriate channels and stakeholders Collaborate with key stakeholders to ensure accounts are correctly managed Adhere to internal quality standards, policies, procedures, and regulatory requirements Stakeholder & Team Collaboration Build and maintain strong relationships with internal operational stakeholders and external partners Work collaboratively with the supplier management team and wider business areas to improve customer and supplier experience Participate in team meetings, training sessions, and knowledge-sharing activities Provide feedback on processes and contribute to continuous improvement initiatives Product & Process Knowledge Maintain up-to-date knowledge of company products, services, and promotions Provide suppliers with clear, accurate, and current guidance to support performance and customer outcomes Strong customer and supplier-focused approach with a commitment to delivering positive outcomes Excellent verbal and written communication skills Experience managing enquiries and resolving issues in a fast-paced environment Strong organisational skills with the ability to manage multiple priorities and deadlines Attention to detail and ability to work within policies, procedures, and regulatory requirements Ability to build effective relationships and work collaboratively with internal and external stakeholders It would be great if you did have: Experience in financial services, motor finance, or a regulated environment Experience working with CRM systems, ideally Salesforce Knowledge of supplier management processes Experience handling disputes, exceptions, or escalated cases Understanding of vulnerable customer and arrears management processes Experience identifying and supporting process improvement initiatives Hiring Process ️Initial screening Capability and Technical interview (1 hour) Our values are our personal brand and lay the foundation of what we care about the most.
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