Complaints Officer

3 weeks ago

Runcorn, United Kingdom DCBL Full time

An exciting new opportunity has arisen for a **Complaints Officer **to join an award-winning, rapidly expanding organisation. The role involves investigating and resolving customer, client, and 3rd party complaints, bringing them to conclusion with a satisfactory resolution.

If you are an experienced **Complaints Officer**, looking for an exciting new challenge, then this is the perfect opportunity for you to build a long-term career with an award-winning organisation **DCBL** are the industry leaders in debt recovery and High Court enforcement delivering services by fully qualified and highly experienced teams, with our staff being selected on their ethical, competent, and professional approach. As part of Direct Group, we have recently seen unprecedented growth within the company and are looking to hire likeminded people who want to grow alongside us.

As a Complaints Specialist, you'll be at the forefront of ensuring satisfaction and upholding our commitment to excellence. You'll handle escalated complaints with skilfulness and professionalism. Your role will involve investigating complaints and delivering fair outcomes in accordance with regulation and industry standards. With a "whatever it takes" attitude, you'll drive continuous improvement in our complaint handling processes.

**What’s on Offer?**
- Salary up to £28,000 per annum.
- Hours of work 09:00 - 17:00
- Monday - Friday schedule (36.5 hours per week)
- Early finish Fridays
- Dress Down Fridays
- 30 days holiday (including Bank Holidays)
- Employee Assistance Programme
- Newly refurbished offices
- Free Mersey Gateway bridge pass
- Free parking
- Free tea and coffee facilities
- Free monthly lunch
- Company social events
- Full training provided.
- Career development and progression opportunities
- Rapidly expanding multi-functional operation

**Key Responsibilities of a Complaints Officer**
- Review complaints regarding debt collection practices, including but not limited to phone calls, letters, and interactions with collection agents.
- Conduct thorough investigations into each complaint, gathering relevant information and documentation.
- Liaise with internal departments and external parties, such as collection agents and regulatory bodies, to address and resolve complaints effectively.
- Provide clear and empathetic communication, keeping the complainant informed of the complaint resolution process and timelines.
- Document all interactions and resolutions accurately in the company's complaint management system.
- Identify root causes of complaints and recommend process improvements to prevent recurrence.
- Ensure compliance with relevant regulations, including the Financial Conduct Authority (FCA), Credit Services Association (CSA), Solicitors Regulation Authority (SRA) guidelines, and company policies throughout the complaint handling process.

**Skills and Experience**
- Prior experience in a customer service role, preferably in managing complaints related to debt recovery or similar
- Experience managing complaints in High Court Enforcement is an advantage
- Exceptional communication skills, both written and verbal.
- Strong problem-solving skills and the ability to handle difficult situations with tact and diplomacy.
- Excellent organisational skills, with a keen eye for detail.
- The ability to work effectively as part of a team, as well as independently.

**Job Types**: Full-time, Permanent

**Salary**: Up to £28,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Reference ID: COMSPEC

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