CUSTOMER COMPLAINTS MANAGER

 

To apply, please send your CV to recruitment@perchgroup.co.uk

 

 

Are you someone who thrives off turning complaints into positive outcomes for customers? Great! As Perch Group are now searching for a Customer Complaints Manager to join the team.

 

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.

 

As a Customer Escalations Manager, you will be responsible for delivering exceptional service and efficiently managing escalations and complaints across the Group.

 

 

Could this be the next step in your career?

 

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. You will collaborate closely with both operations and back-office teams to address customer needs, ensure adherence to client requirements, and resolve issues effectively.

 

The role also has accountability for other escalations from customers and within the business, i.e. specialist support for customers in vulnerable situations and requests for information through GDPR regulation.

 

 

So, what will your day-to-day look like?

 

  • Develop and implement complaint resolution standards and processes, to drive positive outcome and adheres to our high service standards.
  • Monitoring of complaint responses for individual, team, and business opportunities.
  • Support 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.
  • Support the team in managing customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers.
  • Lead 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.
  • Ensure all complaint handling policies and procedures align with industry best practices, regulatory guidelines, and client-specific requirements.
  • Collaborate with operational teams to ensure consistent communication and proactively address any service gaps or customer pain points.
  • Drive continuous improvement by implementing measures based on feedback, performance data, and Root Cause Analysis (RCA).
  • Oversee the daily performance of the Customer Escalations team, ensuring adherence to Service Level Agreements (SLAs) related to productivity, quality, and resolution timelines.
  • Produce regular MI and data packs to inform management decisions, clients, identify areas for improvement, and guide RCA initiatives.

 

 

Does this sound like you?

 

  • 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 asap 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.

 

 

Why you should be EXCITED to apply…

 

  • £40,000 – £45,000 + up to 20% of your annual salary, paid as a bonus.
  • This role is based at our Blackpool office.
  • 37.5 hours per week. We offer flexible and hybrid working 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.

 

 

So, what are you waiting for? Submit your application today – our customers NEED YOU.

 

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.

 

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.

 

PLEASE NOTE – All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.