Vehicle Recovery & Remarketing Specialist

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Job Title: Vehicle Recovery & Remarketing Specialist Working Pattern : 36.25 hours per week. Contractual hours will state Monday to Saturday between 8am to 7pm. Salary: up to £26,000 dependent on experience and up to 20% bonus and benefits Location: Chester-le-Street, Durham (Hybrid - after probation) 💚 Shaping the future of sustainable digital banking 💚 Launched in 2014 as one of the UK's original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK. People join Tandem because they want to shape something meaningful. Here, you'll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We're big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together. Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 - a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers' Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®. Tandem is growing fast and helping to shape the future of sustainable banking. Your team: Collaborators in change Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. Led by our Operations Director, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us. Your Impact: Building a sustainable tomorrow The Vehicle Recovery & Remarketing Specialist is a supportive administrative role that is essential to delivering good customer outcomes and supporting the profitability of the bank. The role : We are seeking a detail-oriented Recovery & Vehicle Remarketing Specialist to support manage the end-to-end recovery and asset disposal activities for our Motor Finance product, ensuring fair customer outcomes in line with FCA and Consumer Duty requirements. The role involves liaising with customers (via email) and third parties (via email and telephone), overseeing repossessions, voluntary terminations, and vehicle remarketing through auction channels, while ensuring all actions are compliant, cost-effective, and commercially sound. You will also support the production of management information (MI) to track performance, risks, and customer outcomes, contributing to continuous improvement and informed decision-making. This is an excellent opportunity for someone who combines strong operational expertise with a customer-focused and regulatory-driven mindset. As a Vehicle Recovery & Remarketing Specialist at Tandem your will be responsible for: Identify and issue breach notices where appropriate, ensuring subsequent actions are proportionate, customer-focused, and compliant with regulatory requirements. Manage written enquiries from customers and authorised third parties, delivering clear, accurate and timely responses in line with departmental service level agreements (SLAs) and FCA expectations on customer communications. Complete daily operational activities in line with agreed service standards, maintaining a strong focus on customer outcomes and regulatory compliance. Review proposed recovery instructions including repossessions, voluntary terminations/surrenders, return of goods (ROG) and vehicle movements, ensuring all actions are fair, proportionate, and compliant with FCA guidance. If approved, upload recovery instructions to the relevant third party, ensuring all internal and external systems are updated with accurate data. Prepare and submit Return of Goods (ROG) packs to solicitors in accordance with legal and regulatory requirements. Engage with storage compounds to determine asset viability, ensuring decisions balance commercial considerations with fair customer treatment. Liaise with authorised third parties (including solicitors, recovery agents, auction houses, compounds, and Police) to support effective asset recovery and remarketing activity while maintaining appropriate oversight and governance. Review and challenge third-party cost requests (e.g., recovery fees, storage charges, inspections), ensuring costs applied are reasonable, justified, and aligned to fair value principles. Monitor new vehicle arrivals at auction, ensuring timely assessment,

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