Are you someone who thrives off turning complaints into positive outcomes for customers? Great As
Perch Group are now searching for a Customer Complaints Handler to join the team.
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 approac
h that is at the heart of our success.
As a Customer Complaints Handler, 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.
Could this be the next step in your career?
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.
So, what will your day-to-day look like?
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.
* 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
.
Does this sound like you?
* 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.
Why you should be EXCITED to apply...
£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 and hybrid working
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
.
So, what are you waiting for?
Submit your application today - our customers
NEED YOU
.
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.
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.