What's it like to work in the Complaints Team at Oakbrook?
28th February 2023
We caught up with Nikkii Hartley to find out.
Nikkii works in the Oakbrook Complaints Team where no two days are ever the same. We asked her what it's like to work for Oakbrook, amongst lots of other things!
What do you do at Oakbrook?
"My days at Oakbrook are so busy - there's never a dull moment when you work here.
I look after a fantastic small team of people whose job it is to manage and look after any customer complaints we have. I also manage the relationships we have with external complaints companies. I monitor our processes and performance and ensure that our Senior Leadership Team are informed about how we're performing and what we're doing to meet our customer needs.
At Oakbrook we take customer complaints incredibly seriously and really do see every complaint as a learning opportunity. Of course we'd rather customers didnt feel like they needed to complain, but if they do then its our job to make sure we reach the very best resolution for them. We want to make sure that every customer has a great experience with us so we're always trying to improve. This team plays a vital role in feeding back to the wider business about how we can improve things for our customers on an ongoing basis."
When you're not at Oakbrook what do you like to do?
"I’m a big fan of the gym and I love weight training, being a qualified Personal Trainer, I love to push my limits and improve my strength where possible. I also enjoy spending lots of time with my family when I'm not working or at the gym and I love going on holiday – but who doesn't?!"
What’s the Complaints Team like at Oakbrook?
"We’re a fast-paced team and no one day is the same. Being a small team, we work really closely together to improve the experience the customer has with us and to make sure we get it right first time.
We’re also quite a sociable team and we do like to get together outside of work too."
Which of the Oakbrook company values best sums up your team
"That’s a tricky one as all the values sum up my team. But if I had to, I would say ‘Join Forces’ and ‘Swap Shoes’ Join Forces because we really are a close team that helps each other out and we work together to make sure that we deliver what we need to deliver for both our customers and each other. Swap Shoes is also a great one for us. We’re constantly putting ourselves in the shoes of our customers to try and help them and resolve any issues they have."
What do you love most about your role?
"My favourite part of my role is catching up with my team, they’re a great bunch and without them the work we do would not be a success. They really work hard to ensure we stay within the guidelines for working complaints and are not afraid to shout up when they see potential for improvement."
What’s it like to work at Oakbrook?
"I love working for Oakbrook, I’ve only ever worked for large organisations in the finance industry before coming here. I found in larger organisations that you were valued but your ideas not so much. At Oakbrook, your ideas really matter, as a business we really listen to our colleagues, no matter what role they do and we’re constantly striving to be better."
What could someone joining your team expect?
"Well, expect to work hard in a fast-paced role, with full support from your colleagues and Manager. But you can also expect to feel valued working for a small firm which puts its staff as well as its customers at the heart of everything that it does. There’s also lots of opportunity at Oakbrook to step up and take on other things to help with your development and any ideas you have about how to do things differently will always be listened to. Your days will go quickly but in a good way!"
If you're interested in a career at Oakbrook then check out our latest vacancies here.