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Complaints Specialist

An exciting new opportunity has arisen for a Complaints Specialist 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 Specialist, 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.

What’s on Offer?

  • Salary £25,000 – £28,000 after successful completion of probation.
  • Horus of work 09:00 – 17:00
  • Monday – Friday schedule
  • Early finish Fridays
  • 30 days holiday (including Bank Holidays and Birthday off)
  • Employee Assistance Programme
  • Newly refurbished offices
  • Free Parking
  • Free tea and coffee facilities
  • Free lunch (monthly)
  • Company social events
  • Full training provided.
  • Career development and progression opportunities
  • Rapidly expanding multi-functional operation

Key Responsibilities of the Complaints Resolution Team Associate:

  • Own complaint cases, ensuring that responses are provided in a timely manner and are fully resolved.
  • Work in an organised fashion to ensure productivity and effective case management.
  • Record all activity with comprehensive and accurate notes.
  • Produce accurate and clear complaint responses, supplying relevant evidence to conclude the complaint.
  • Effectively communicate with internal and external stakeholders to support investigation and resolution.
  • Identify trends and opportunities to improve the experience and service levels.
  • Identify training opportunities across departments to support improvements.
  • Maintain compliance with internal processes and procedures along with regulatory requirements.
  • Maintain an understanding of regulatory and legislative obligations and stay up to date with changes.
  • Any other reasonable task or duty as requested by the Company

Skills + Experience Required:

  • Previous complaint or dispute handing experience.
  • Be able to work to tight deadlines whilst maintaining a high level of accuracy.
  • Excellent written and verbal communication skills, ideally with experience of writing letters.
  • Ability to take the heat out of challenging situations, remaining in control and empathetic.
  • Ability to accept and embrace a changing environment.
  • Excellent organisational skills, effective self-management of own timekeeping.

Please note: This is not a hybrid role and the position is located at our Manor Park office in Runcorn. By submitting your application, you are agreeing for DCBL to store your personal information on file for Recruitment purposes.

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