Complaints Handler - Runcorn, United Kingdom - DCBL

DCBL

Verified Company

Runcorn, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting new opportunity has arisen for a
Complaints Handler 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.

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 multifunctional operation

Key Responsibilities of a Complaints Handler

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
Exceptional communication skills, both written and verbal.
Strong problemsolving 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

Pay:
£25,000.00-£28,000.00 per year

Benefits: