ACI UK (Part of Perch Group) are searching for a Correspondence Case Manager.
At ACI-UK, 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.
Could this be the next step in your career?
As a Correspondence Case Manager, your primary responsibility will be to manage and respond to customer correspondence effectively and efficiently across multiple written channels, such as email and letters. This role plays a crucial part in maintaining positive customer relationships while ensuring compliance with regulatory requirements and company policies. You will be expected to handle a variety of customer interactions, from general enquiries to complex complaints, disputes and vulnerable customers, always ensuring a professional and empathetic approach.
So, what will your day-to-day look like?
· Managing incoming emails and letters from customers regarding their account/outstanding debts.
· Providing accurate and timely responses to customer queries and requests and/or following escalation policies/ processes.
· Ensuring all correspondence is handled with professionalism and empathy.
· Updating and maintaining accurate records by acting off the back of customer interactions in our CRM system.
· Managing cases through to resolution, ensuring adherence to established processes and timelines.
· Adhering to regulatory guidelines and company policies in all communications.
· Ensuring correspondence meets quality standards for accuracy, clarity and compliance.
· Working closely with other departments to resolve complex customer issues.
Does this sound like you?
· Experience in a customer service or correspondence handling role, preferably within financial services/ debt collection.
· Strong communication skills, both written and verbal.
· Ability to work effectively under pressure and manage multiple priorities.
· Attention to detail and accuracy in data entry and correspondence.
· Knowledge of debt collections processes and regulatory requirements (FCA guidelines).
· Experience using CRM systems or similar databases.
· Previous experience in a regulated environment.
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 (approx. 30 minutes) and a literacy assessment (approx 15 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.
Why you should be EXCITED to apply...
A starting salary of £24,500 with a planned career path + up to 20% of your annual salary, paid as a bonus.
This role is based at our Blackpool office on Whitehills Business Park.
37.5 hours per week between Monday and 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.
So, what are you waiting for? Submit your application today before you miss the deadline
We are 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, veteran, neurodiversity or disability status.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email
PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.
Job Types: Full-time, Permanent
Pay: £24,500.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Ability to commute/relocate:
* Blackpool FY4 5LW: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Blackpool FY4 5LW