Perch Group are searching for a Customer Complaints Manager.
At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
The Customer Complaints Manager is responsible for delivering exceptional service and efficiently managing escalations and complaints across the business, specifically within ACI and Verify. This leadership role involves overseeing a team of Customer Escalation Officers, ensuring complaints are resolved promptly and fairly, while driving continuous improvement through root cause analysis with the support of the Customer Journey Manager.
£40,000 + up to 20% of your annual salary, paid as a bonus.
This role is based at our Blackpool office. We offer hybrid working options.
About Our Team
Perch Group houses data-driven services spanning the entire debt lifecycle, including BPO services, debt collection, debt purchase, reconnection, and litigation services.
Your closer team will include Customer Escalations Officers, with you being led by the Customer Journey Manager. You will most often work with the Customer Escalations and Customer Experience departments and the Operational areas of the organisation.
You'll make a major contribution by…
* Developing and implementing complaint resolution standards and processes to drive positive outcomes and adhere to our high service standards.
* Monitoring complaint responses for individual, team, and business opportunities.
* Supporting the team in managing complex or escalated complaints from various sources, including the FCA, ICO, CSA, and FOS, ensuring quick, effective resolution and compliance with regulatory requirements.
* Supporting the team in managing customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers.
* Leading the recruitment, training, and ongoing development of the Customer Escalations team, conducting regular performance reviews, team meetings, and professional development sessions to ensure a motivated, knowledgeable, and high-performing team.
* Ensuring all complaint handling policies and procedures align with industry best practices, regulatory guidelines, and client-specific requirements.
* Collaborating with operational teams to ensure consistent communication and proactively address any service gaps or customer pain points.
* Driving continuous improvement by implementing measures based on feedback, performance data, and Root Cause Analysis (RCA).
* Overseeing the daily performance of the Customer Escalations team, ensuring adherence to Service Level Agreements (SLAs) related to productivity, quality, and resolution timelines.
* Producing regular Complaints MI and data packs to inform management decisions, identify areas for improvement, and guide RCA initiatives.
You should apply for this role if you have…
* Experience working within an FCA-regulated environment, with a strong understanding of Complaints processes and regulatory frameworks.
* Proven leadership experience, with a track record of successfully leading teams to achieve high performance and engagement.
* Significant experience in managing complaints within a regulated environment, including handling complex cases and driving resolution.
* Demonstrated success in improving team performance and meeting KPIs, with a focus on continuous improvement and achieving positive outcomes.
The Application Timeline
* A first stage video call with the internal recruitment team (15 minute call).
* A face-to-face or video call with the hiring manager (45 minutes-60 minutes).
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages, therefore you should submit your application as soon as possible to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
What’s In It For You
£40,000 + up to 20% of your annual salary, paid as a bonus.
This role is based at our Blackpool office. We offer hybrid working options.
37.5 hours per week. We offer flexible working hours between our core hours of 8am-6pm, Monday to Friday.
The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
And many more benefits to support your wellbeing and professional development.
We are an equal opportunities employer
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.
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