Who Are We?
Advantis is a leading debt collection agency located in the iconic Minton Hollins grade 2 listed building in the heart of Stoke-On-Trent. Our clients are some of the UK's largest Utility, Retail and Government bodies. With over 250 talented people bringing energy, passion, and a sense of fun to everything we do, it's no wonder we're a great place to work. Don't just take our word for it – we've proudly held official certification for the last three years.
The Role:
Are you able to turn challenges into opportunities? As our newest Complaints Handler, you'll conduct investigations, craft clear resolutions, and help shape a customer-first culture here at Advantis.
* Location – Stoke-on-Trent
* Salary – £24,570 per annum
* Shift Pattern – 8am – 4.30pm
The Role Will Involve:
* Championing customer concerns – Receive complaints via email, letter, and phone, logging each in our in house system's Complaint Management within 48 hours.
* Investigating with confidence – Diving deep into each case, determining whether a complaint is justified, and documenting your rationale.
* Crafting clear resolutions – Writing concise, customer-friendly responses detailing your findings, outcomes, and next steps.
* Tracking trends and delivering insights – Performing root-cause analysis, highlighting recurring issues, and sharing actionable feedback with leadership.
* Maintaining service excellence – Meeting strict SLAs for acknowledgments, responses, and monthly reporting, while staying fully compliant with regulations.
* Collaborating across teams – Working closely with the Complaints Manager and Client Services to gather information, meet deadlines, and uphold our quality standards.
What You'll Bring:
* Previous experience within a Complaints Department would be preferred
* Exceptional attention to detail – nothing slips through the cracks
* Outstanding written and verbal communication (Degree level would be preferred, or qualified by experience within an Admin role)
* Strong organisation and time-management skills to juggle competing priorities
* Sharp problem-solving instincts and confident decision-making
* Self-motivation and resilience under pressure to hit individual and team targets
Why This Role Matters
* You'll protect our reputation by ensuring every customer feels heard and valued
* Your insights will drive process improvements that prevent future issues
* You'll be a key link between customers, internal teams, and regulators – your accuracy keeps us compliant
In Return for your Hard Work, We'll Give You Access To:
* Bonus scheme
* Up to 35 days holiday (including bank holidays)
* Gym membership contribution
* Paid time off to volunteer at a charity of your choice – 2 days a year
* Company Life Insurance
* Employee Assistant Programme – 24/7 access to experienced counsellors
* On site mental health first aiders
* Free access to dentists-on-demand
* Long service awards
* Enhanced family leave policies
* Pension scheme
* Employee awards, incentives, and events
* Free onsite parking
* Corporate football team
* Free tea and coffee
* Free annual eye tests and contribution to prescription glasses
* Casual dress
* Accessible location (only a short walk from Stoke City Centre and Stoke train station)
* Refer a friend scheme
Job Types: Full-time, Permanent
Pay: £24,570.00 per year
Benefits:
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Gym membership
* On-site parking
* Paid volunteer time
Work Location: In person