Complaints Handler
Job description
An exciting new opportunity has arisen for a Complaints Handler to join an award-winning, rapidly expanding organisation. This is a full-time, permanent position based at our head office in Runcorn, Cheshire. The role involves investigating and resolving customer, client, and 3rd party complaints, bringing them to conclusion with a satisfactory resolution.
DCBL are the industry leaders in debt recovery and High Court enforcement delivering services by fully qualified and highly experienced teams. 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 Handler, you’ll be at the forefront of ensuring satisfaction and upholding our commitment to excellence. Your role will involve investigating complaints and delivering fair outcomes in accordance with regulation and industry standards, with a “whatever it takes” attitude.
What’s on Offer?
- Salary up to £25,000 – £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 Handler
- Review complaints regarding debt collection practices and civil litigation via a number of communication methods including letter, email and telephone.
- Conduct thorough investigations into each complaint, gathering relevant information and documentation.
- Contact complainants in a timely manner to address concerns and seek to resolve complaints efficiently and in line with customer and business needs and expectations.
- 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.
- Support the Quality Assurance team through review of employee interactions with complainants, identifying areas for improvement and training needs.
- 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 needed as a Complaints Handler
- Prior experience in a customer service role, preferably in managing complaints.
- 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.
If you have the skills and experience in becoming our Complaints Handler, please click ‘apply now’ today! We look forward to hearing from you!
