Customer Escalations Officer

 

 

Role Overview

 

As a Customer Escalations Officer, you’ll be the go-to person for customers who are frustrated with the service we’ve provided. While we strive for excellence in every interaction, we understand that things can sometimes go wrong, and it’s your job to turn the situation around. You’ll take ownership of escalations from across the business (especially ACI and Verify), using your analytical and investigative skills to find the best solutions for our customers. By ensuring that we act fairly, transparently, and in line with FCA regulations and internal policies, you’ll help us resolve complaints and improve our service. We believe in turning customer frustrations into opportunities for feedback, and your insights will be crucial in helping us improve and ensure we’re always delivering the best experience possible. The role will also contribute to the management of other customer escalations. – i.e. Specialist support for customers in vulnerable situations and requests for information through GDPR regulation. The role will also involve receiving and acting upon other points of escalation where the needs of customers require specific care through established policies and procedures.

 

 

Accountabilities:

 

  • Liaise with customers, clients, and internal departments via phone, letter, and email to resolve complaints.
  • Effectively manage complaints relating to both FCA-regulated and non-regulated products, ensuring a fair and thorough investigation.
  • Ensure complaints are addressed appropriately, investigated thoroughly, and resolved in a timely manner to achieve a fair outcome.
  • Manage customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers
  • Manage your own workload efficiently, ensuring all complaints are recorded accurately and handled within set deadlines.
  • Provide the best possible customer experience by handling complaints both in writing and over the phone with empathy and professionalism.
  • Support Root Cause Analysis and contribute to internal feedback loops, collaborating with frontline support and specialist teams to prevent future issues.
  • Help cultivate and maintain a customer-centric culture, always prioritizing the customer’s needs and satisfaction.

 

 

Measures:

 

  • Timely and Compliant Complaint Resolution: Ensuring that all complaints are handled within regulatory timeframes for ACI and Verify, while accurately maintaining and archiving all KPIs.
  • Adherence to other escalation timescales such as GDPR requests and vulnerable customer management
  • Continuous Improvement: Actively driving improvements by contributing to root cause analysis, providing insights into key risks and emerging concerns, and leading initiatives that result in improved customer service metrics and a reduction in complaints.
  • Team Recognition as Experts: Establishing the complaints team as recognized subject matter experts (SMEs) who are respected and valued contributors to wider business initiatives and strategic goals.

 

 

Experience:

 

  • A good understanding and knowledge of FCA regulatory requirements. (Including DISP and FOS).
  • Experience dealing with customer complaints.
  • Excellent customer service skills.
  • Excellent verbal, written and interpersonal skills.
  • A good understanding of the principles of TCF.
  • A good understanding of the impact of debt and vulnerability.

 

 

Knowledge:

 

  • Strong understanding of FCA regulations, complaint handling processes (DISP, FOS), and banking products.
  • Awareness of customer rights, vulnerability, and the impact of debt.
  • Experience with Root Cause Analysis and writing clear, regulatory-compliant final responses.

 

 

Skills:

 

  • Expertise in investigating complaints and providing fair, transparent resolutions in writing and over the phone.
  • Excellent verbal and written communication skills, able to explain complex issues simply.
  • Strong customer service focus, with the ability to remain resilient and professional under pressure.
  • Ability to adapt quickly to changes, meet targets, and manage deadlines efficiently.
  • Attention to detail and ability to ensure regulatory compliance in complaint handling.

 

 

Behaviours:

 

  • Empathetic, customer-centric approach
  • Strong ownership, seeing complaints through to resolution with transparency and accountability.
  • Proactive in providing feedback and driving continuous improvement.
  • Collaborative, contributing to a customer-focused team culture.

 

 

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.

 

 

Please email your CV to: recruitment@perchgroup.co.uk

 

 

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