Complaints Resolution Advisor

2 weeks ago


Manchester, United Kingdom Phillips & Cohen Associates Full time

Job Advert

**Job Title**: Complaint Resolution Advisor

**Responsible to**: Customer Services Team Manager

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

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

**Date**: July 2023

**Salary**: £23,000 - £24,000pa

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 Customer Services 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 Customer Services Manager with reports and any other activities as required

**Other Skills, Knowledge and Abilities**:

- Strong listening and the ability to empathise and understand customer feedback
- Clear and concise written and spoken communication skills
- Flexible and ability to prioritise workload according to challenging deadlines
- Ability to work well under pressure in a highly regulated environment
- Ability to provide and receive constructive feedback
- Ability to engage with stakeholders at all levels
- Analyse information, conduct trend analysis and report findings
- A compassionate and mature approach
- Ability to make confident decisions

**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_

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

Monday - Thursday (Alternating 8am-4pm and 12pm-8pm)

Friday (Alternating 8am-3.30pm and 10am-5.30pm)

Saturday (9am-1pm - working one in four Saturdays)


  • Complaints Officer

    4 days ago


    Manchester, United Kingdom Hamilton Woods Full time

    **Complaints Officer** **Temporary** **3-6 months+** **Manchester/ Hybrid** **35 hours pw** **£13 PAYE ph** Hamilton Woods Associates are working with a Social Housing provider in Manchester, to recruit to a Complaints Officer on a 3-6 month contract. Home working is offered 4 days a week. **Responsibilities of the Complaints Officer**: - Providing...


  • Manchester, United Kingdom Bridge of Hope Full time

    Eden Brown are seeking a highly efficient Customer Complaints Officer on a permanent contract in Manchester As a Specialist Complaints Officer your role will involve: - Managing all complaints activity, ensuring the highest possible standard of service is provided to customers. - Ensuring all complaints, however received, are managed and investigated in...


  • Greater Manchester, United Kingdom Eden Brown Full time

    Eden Brown are seeking a highly experienced Senior Complaints Officer to work on a 6 month temporary assignment in Manchester The role is a hybrid position with a mixture of working from home and in the office Duties include: - Ensure all complaints, however received, are managed and investigated in accordance with regulatory standards, policy and...


  • Greater Manchester, United Kingdom Eden Brown Full time

    Eden Brown are seeking a highly efficient Complaint's Officer to work frontline for a Social Housing Provider The role will be temporary 3-6 months and will be based in Salford once a week and at home the rest of the time working 35 hours per week Key Responsibilities Includes: - Full case management of complaints until resolution, within relevant...

  • Complaints Lead

    7 days ago


    Manchester, United Kingdom AQA and AQA Affiliates Full time

    **At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it's our people who make this happen.** **Complaints Lead** **Permanent** **Salary** **Manchester: £22,548 - £25,116 per year** **Hybrid...


  • Manchester, United Kingdom Dogs Trust Full time

    Salary £28,000 to £30,000 per year + benefits Location RC Manchester, Manchester Job Type Permanent Hours per Week 40 Closing Date Friday 24 November 2023 **Love Dogs? Are you customer focused? Want to make a difference when things go wrong?** **Why Dogs Trust?** We love dogs. That’s why we do whatever we can to make sure every four-legged...

  • Aftersales Advisor

    2 days ago


    Manchester, United Kingdom BCA Full time

    **Are you looking for a Permanent Career in 2023?** **We are looking for reliable, passionate, and professional individuals who want to join the BCA family!** **Job Title: Aftersales Advisor** **Location: BCA Manchester** **Salary: £23,151 per annum** **Working Hours: 40 hours a week Monday to Friday 08:30-17:30** **Who are we?** We’re the biggest...

  • Claims Advisor

    3 days ago


    Manchester, United Kingdom 123 Recruitment and Training Full time

    **Claims Advisor** **Salary £23,000 - £25,000 + OTE £45,000 Uncapped** Role Description This is a full-time, on-site role located in Manchester for a Claim Advisor. The Claim Advisor will be responsible for on-boarding new clients regarding their housing claims and related matters, and will work closely with the Admin Team to ensure timely and accurate...


  • Manchester, United Kingdom Oodle Finance Full time

    **Customer Service Advisor** - **Hybrid Working - Manchester** **Salary - £21,000 - £25,000 Depending on experience plus bonus** **Hours - 37.5 hours per week, Monday to Friday 9am to 5.30pm & 1 hour for lunch** **Hybrid working - 3 days in the office, 2 at home** **What are our Perks & Benefits?** - Performance bonus (% dependent upon department) -...

  • Sales Advisor

    4 days ago


    Manchester, United Kingdom Global Sales Partners Full time

    We are looking for an enthusiastic Sales Advisor to provide advice and assistance to customers to maximise the likelihood of a sale. You will be responsible for a variety of duties that pertain to creating an attractive environment for customers. The goal is to facilitate sales in every possible way in order to drive sustainable...


  • Manchester, United Kingdom Walters People Full time

    Customer Service Advisor Location: Manchester City Centre Salary: £13.44 inc holiday pay Hours: Mon-Fri (09:00-17:00) **Job Spec**: - Answering inbound calls - Complaint handling & escalations - Updating account information to the system **Person Spec**: - Previous customer service experience in an office environment Great communication skills Customer...


  • Manchester, United Kingdom Oodle Finance Full time

    **Customer Service Advisor** - **Hybrid Working - Manchester or Oxford** **Salary - £21,000 - £25,000 DOE plus bonus** **Hours - 37.5 hours per week, Monday to Friday 9am to 5.30pm & 1 hour for lunch** **Hybrid working - 3 days in the office, 2 at home** Oodle are growing our Customer Service team and are looking for new Oodlers to join our Team in...


  • Rochdale, Greater Manchester, United Kingdom Fawkes & Reece (North) Full time

    Competitive salary/package including company bonus, enhanced pension scheme, medical insurance, life assurance and 26 days holidays A regional house builder seeks to appoint a Customer Relations Advisor to provide a positive and 5 star Customer experience. This role is responsible for delivering the best customer experience through customer-centric...

  • Collections Advisor

    2 weeks ago


    Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

    An exciting opportunity for a Collections Advisor to join a well established fashion retailer, based in Manchester. You will be working within the Recoveries team, speaking to existing customers, help getting them back on track with their payments and settingup payment plans. **Client Details** Our client are a well established retail business based in...


  • Manchester, United Kingdom The Fiser Group Full time

    Customer Retentions Advisor - Manchester - Hybrid working - 3 days office, 2 home **Salary**: £28,500 - £32,500 depending on experience We are working with a motor finance company and helping them staff a new office in Manchester. Your role will be to ensure all written or verbal complaints are managed within the required deadlines and FCA requirements....

  • Collections Advisor

    2 weeks ago


    Manchester, United Kingdom Page Personnel Full time

    Opportunity to work for a leading Retail company - Excellent benefits **About Our Client**: Our client are a well established retail business based in Manchester, they are currently going through a period of growth and are looking for Collections Advisors to join their Recoveries team. Our client offers great career progression, competitive salary and...


  • Rochdale, Greater Manchester, United Kingdom Fawkes and Reece Full time

    Competitive salary/package including company bonus, enhanced pension scheme, medical insurance, life assurance and 26 days holidays A regional house builder seeks to appoint a Customer Relations Advisor to provide a positive and 5 star Customer experience. This role is responsible for delivering the best customer experience through customer-centric...


  • Manchester, United Kingdom HR GO Recruitment Full time

    We are currently seeking X100 Working from Home Customer Service Advisor's to join a busy Customer Service team starts 12th May ( it is a bring your own device role) - You will be expected to have use of a laptop with min windows 10 and a working camera ( training is done over zoom) - own headset - strong wifi connection and somewhere quiet to work at home -...

  • Collections Advisor

    2 weeks ago


    Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

    An exciting opportunity for a Collections Advisor to join a well established financial services business based in Denton. You will be working within the collections team, speaking to existing customers, help getting them back on track with their payments. **Client Details** Our client are a well established financial services business based in Denton. They...

  • Customer Service Advisor

    Found in: beBee S GB - 2 weeks ago


    Manchester, United Kingdom Page Personnel Full time

    An exciting opportunity for a Customer Service Advisor to join a well established Financial Services business, based in Manchester. You will be working within the customer service team, speaking to existing customers assisting with general queries. Client Details Our client are a well established Financial Services business based in Manchester, they are...