Complaint Resolution Advisor

5 months ago


Manchester, United Kingdom Phillips & Cohen Associates Full time

Job Advert

**Job Title**: Complaint Resolution Advisor

**Responsible to**: Compliance Manager

**Interfaces with**: All PCA colleagues, customers, suppliers/vendors, clients

**Location**: Exchange Quay, Manchester, UK

**Date**: ASAP

**Salary**: £25,000

The role of the Complaint Resolution Advisor requires great attention to detail and excellent communication skills both written and verbal. Working in a compliance driven Call Centre environment, you will need to be a self-motivated, articulate communicator, professional, having excellent IT skills.

**The Company**

Phillips & Cohen Associates are the world’s market leader in the highly specialised area of probate debt recovery. Our continued expansion creates significant opportunities for promotion in a variety of roles and our excellent training means that you will have the necessary skills to progress. This is reflected in various awards we have achieved including Investors in People, Treating Customers Fairly, ICM DCA of the year and the Customer Service Excellence award.

**Responsibilities**
- Day to day de-escalation of customer concerns and complaints through inbound and outbound telephone calls and written confirmation of the outcome of the complaint to the customer.
- Reporting the resolution and / or escalation to the compliance team through excel reporting
- Raising trends and similarities in concerns and complaints with key internal and external stakeholders.
- Compiling complaint reports for internal and external stakeholders
- Other complaint related project work as required from time to time
- Providing feedback as required
- Conducting analysis of complaints received
- Assisting the Compliance Manager with related reports
- Attending client audits to discuss results of complaints and trends
- To support the business with complaint related questions and queries as they arise
- Assisting the Compliance Manager with reports and any other activities as required

**Education and Experience**
- Essential_
- Experience of responding to customer complaints or queries by telephone and in writing within a FCA or other regulated environment
- Experience of analysing data and presenting results in written reports
- Demonstrating the ability to manage your time effectively and prioritise tasks
- GCSE Grade ‘C’ or above in English Language
- Computer literate
- Preferred but not essential:_
- Working in a Complaint department within the Consumer Credit industry or Financial Services industry
- Writing reports to clients and internal stakeholders
- Conducting trend analysis
- Educated to degree level or equivalent

**What's in it for you?**
- Secure reserved car parking space and excellent transport links
- 31 days holidays per year including 8 bank holidays
- Healthcare Scheme*
- Company pension plan*
- Life Assurance*
- Salary Sacrifice Schemes*
- Various discounts and other incentives*
- _Qualifying period applies_

**_
Hybrid Working Opportunities_**
- We operate a hybrid working pattern which allows colleagues to gain a work life balance with the opportunity to work from office and home for part of the week once you are achieving core competencies._

**Working Pattern - 37.5 hours per week based on a shift rota**

Monday - Thursday - Alternating 8am-4pm and 10am-6pm

Friday - Alternating 8am-4pm and 9.30am-5.30pm



  • Manchester, United Kingdom AJ FOX COMPLIANCE Full time

    Complaints AdvisorWe are seeking an experienced Complaints Advisor to join our team at AJ FOX COMPLIANCE. As a Complaints Advisor, you will play a crucial role in ensuring that our firm's compliance with regulatory obligations is maintained.Key Responsibilities:Liaise with fee earners to investigate complaints and ensure that they are handled in accordance...


  • Manchester, United Kingdom AJ FOX COMPLIANCE Full time

    Complaints AdvisorWe are seeking an experienced Complaints Advisor to join our team at AJ FOX COMPLIANCE. As a Complaints Advisor, you will play a crucial role in ensuring that our firm's compliance with regulatory obligations is maintained.Key Responsibilities:Liaise with fee earners to investigate complaints and ensure that they are handled in accordance...


  • Manchester, United Kingdom Car Finance 247 Full time

    **About The Role**: Here at CarFinance 247 we are looking to recruit a Complaints Resolution Associate to join our Customer Care Team! As a Complaints Resolution Associate, you will be able to liaise confidently with our Customers, Lenders, Dealerships and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in...


  • Manchester, United Kingdom Car Finance 247 Full time

    **About The Role**: Here at CarFinance 247 we are looking to recruit a Complaints Resolution Associate to join our Customer Care Team! As a Complaints Resolution Associate, you will be able to liaise confidently with our Customers, Lenders, Dealerships and internal stakeholders to obtain fair customer outcomes whilst maintaining our high standards in...


  • Manchester, United Kingdom N Brown Full time

    Complaints Resolution SpecialistWe're seeking a skilled Complaints Resolution Specialist to join our team at N Brown. As a key member of our Complaint Management team, you'll be responsible for resolving customer complaints in a timely and professional manner.Key Responsibilities:Timely resolution of customer complaints and queries via phone, email, or...


  • Manchester, United Kingdom Clearpay Full time

    Company Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...


  • Manchester, New Hampshire, United Kingdom AJ FOX COMPLIANCE Full time

    We are seeking a skilled Complaints Resolution Specialist to join our team at AJ FOX COMPLIANCE. As a Complaints Handler, you will be responsible for investigating complaints and ensuring compliance with regulatory obligations.The successful candidate will have excellent communication and organisational skills, with the ability to liaise with fee earners and...


  • Manchester, New Hampshire, United Kingdom AJ FOX COMPLIANCE Full time

    We are seeking a skilled Complaints Resolution Specialist to join our team at AJ FOX COMPLIANCE. This role will involve investigating complaints, advising on compliance matters, and reviewing policies and procedures.Key Responsibilities:Liaising with fee earners to investigate complaints and ensure compliance with regulatory obligations.Reviewing and...


  • Manchester, United Kingdom AJ FOX COMPLIANCE Full time

    We are seeking a skilled Complaints Resolution Specialist to join our team at AJ FOX COMPLIANCE. In this role, you will be responsible for investigating complaints and ensuring compliance with policies, procedures, and regulatory obligations.Key Responsibilities:Liaising with fee earners to investigate complaintsProviding advice on complaints handling to...


  • Manchester, United Kingdom AJ Bell Full time

    About the RoleWe are seeking a highly skilled Complaints Coordinator to join our growing customer services department. As a key member of our team, you will play a vital role in ensuring that all complaints are handled fairly and in line with FCA requirements.Key ResponsibilitiesRecord and manage all complaints subject to FCA Dispute Resolution: Complaints...


  • Manchester, United Kingdom AJ Bell Full time

    About the RoleWe are seeking a highly skilled Complaints Coordinator to join our growing customer services department. As a key member of our team, you will play a vital role in ensuring that all complaints are handled fairly and in line with FCA requirements.Key ResponsibilitiesRecord and manage all complaints subject to FCA Dispute Resolution: Complaints...


  • Manchester, United Kingdom AJ Bell Full time

    About the RoleWe are seeking a highly skilled Complaints Coordinator to join our growing customer services department. As a key member of our team, you will play a vital role in ensuring that all complaints are handled fairly and in line with FCA requirements.Key ResponsibilitiesRecord and manage all complaints subject to FCA Dispute Resolution: Complaints...


  • Manchester, United Kingdom AJ Bell Full time

    About the RoleWe are seeking a highly skilled Complaints Coordinator to join our growing customer services department. As a key member of our team, you will play a vital role in ensuring that all complaints are handled fairly and in line with FCA requirements.Key ResponsibilitiesRecord and manage all complaints subject to FCA Dispute Resolution: Complaints...


  • Manchester, United Kingdom AJ Bell Full time

    Job Title: Complaints CoordinatorWe are seeking a skilled Complaints Coordinator to join our customer services department. The successful candidate will be responsible for ensuring that all complaints are handled fairly and in accordance with FCA and internal business requirements.Key Responsibilities:Record and manage all complaints subject to FCA Dispute...


  • Manchester, United Kingdom DWF Full time

    About DWFDWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty, and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients, and communities, and we foster a culture that places our...


  • Manchester, New Hampshire, United Kingdom AJ FOX COMPLIANCE Full time

    We are seeking a highly skilled Complaints Handler to join our team at AJ FOX COMPLIANCE. As a Complaints Handler, you will be responsible for investigating complaints and ensuring compliance with policies, procedures, and regulatory obligations.The successful candidate will have excellent communication and organisation skills, with the ability to liaise...

  • Complaints Handler

    5 months ago


    Manchester, United Kingdom carloans 365 Full time

    carloans 365 is looking to add an experienced Complaints Handler to our team on the back of significant business growth. The Complaints Handler will be responsible for end-to-end management and resolution of customer complaints related to vehicle purchasing and finance options. Working with customers, dealerships and lenders, this role requires exceptional...

  • Complaints Handler

    5 months ago


    Manchester, United Kingdom Watt Utilities Full time

    Watt Utilities have been one of the leading Utility Consultancies in the UK since 1999. We are currently going through a period of exponential growth and working towards our aim of being the number 1 Utility Broker in the UK. **The Department** The Complaints Handler will be responsible for the handling and resolution of customer complaints throughout the...


  • Manchester, United Kingdom AJ FOX COMPLIANCE Full time

    Job OverviewWe are seeking a highly skilled Complaints Handler to join our team at AJ FOX COMPLIANCE. As a Complaints Handler, you will play a critical role in ensuring that our firm's compliance with regulatory obligations is maintained.The successful candidate will have excellent communication and organisational skills, with the ability to work effectively...


  • Manchester, United Kingdom AJ FOX COMPLIANCE Full time

    Job OverviewWe are seeking a highly skilled Complaints Handler to join our team at AJ FOX COMPLIANCE. As a Complaints Handler, you will play a critical role in ensuring that our firm's compliance with regulatory obligations is maintained.The successful candidate will have excellent communication and organisational skills, with the ability to work effectively...