Perch Group are searching for a Customer Complaints Handler.
At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
The Role
As a Customer Escalations Officer, you’ll be the go-to person for customers who are frustrated with the service we’ve provided. While we strive for excellence in every interaction, we understand that things can sometimes go wrong, and it’s your job to turn the situation around.
You’ll take ownership of escalations from across the business, using your analytical and investigative skills to find the best solutions for our customers. By ensuring that we act fairly, transparently, and in line with FCA regulations and internal policies, you’ll help us resolve complaints and improve our service. We believe in turning customer frustrations into opportunities for feedback, and your insights will be crucial in helping us improve and ensure we’re always delivering the best experience possible.
The role will contribute to the management of other customer escalations. – i.e. Specialist support for customers in vulnerable situations and requests for information through GDPR regulation. The role will also involve receiving and acting upon other points of escalation where the needs of customers require specific care through established policies and procedures.
💵£27,000 + up to 20% of your annual salary, paid as a bonus.
📍This role is based at our Blackpool office.
About Our Team
Perch Group houses data driven services spanning the entire debt lifecycle, including BPO services, debt collection, debt purchase, reconnection, and litigation services.
Your closer team will include Customer Escalations Officers, with you being led by the Customer Escalations Manager. You will most often work with the Customer Escalations and Customer Experience departments and the Operational areas of the organisation.
You'll make a major contribution by…
* Liaise with customers, clients, and internal departments via phone, letter, and email to resolve complaints.
* Effectively manage complaints relating to both FCA-regulated and non-regulated products, ensuring a fair and thorough investigation.
* Ensure complaints are addressed appropriately, investigated thoroughly, and resolved in a timely manner to achieve a fair outcome.
* Manage customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers
* Manage your own workload efficiently, ensuring all complaints are recorded accurately and handled within set deadlines.
* Provide the best possible customer experience by handling complaints both in writing and over the phone with empathy and professionalism.
* Support Root Cause Analysis and contribute to internal feedback loops, collaborating with frontline support and specialist teams to prevent future issues.
* Help cultivate and maintain a customer-centric culture, always prioritizing the customer’s needs and satisfaction.
* Act as the final point of contact for customers to ensure their complaint is fully resolved.
You should apply for this role if you have…
* A good understanding of the impact of debt and vulnerability.
* Experience dealing with customer complaints.
* Excellent customer service skills.
* Excellent verbal, written and interpersonal skills.
* A good understanding of the principles of TCF.
* A good understanding and knowledge of FCA regulatory requirements. (Desirable).
The Application Timeline
* A first stage video call with the internal recruitment team (15 minute call)
* A face to face or video call with the hiring manager (45 minutes- 60 minutes)
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
What’s In It For You
💵£27,000 + up to 20% of your annual salary, paid as a bonus.
📍This role is based at our Blackpool office.
🕰37.5 hours per week. We offer flexible working hours between our core hours of 8am- 6pm, Monday to Friday.
🎓The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
♾And many more benefits to support your wellbeing and professional development.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.
PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.