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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring high service standards.
- Company: Ascent Performance Group, a leader in legal and financial services.
- Benefits: Competitive salary, pension scheme, 22 days holiday, and career progression.
- Why this job: Make a real difference in customer experiences and contribute to a supportive team.
- Qualifications: Excellent communication skills and a passion for customer service.
- Other info: Join a friendly workplace focused on professional development and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
A Bit About Ascent
Ascent Performance Group is a leading provider of legal and financial services, committed to delivering exceptional results for our clients. At Ascent, we place our customers at the heart of everything we do. During their most challenging times, we strive to provide the support and guidance they deserve.
Why Join Us?
At Ascent, we pride ourselves on creating a supportive, inclusive, and collaborative environment where your contributions truly make a difference. We are committed to helping our people grow, offering professional development opportunities and a culture built on fairness, integrity, and customer care.
Role Overview
As a Customer Experience Officer, you will play a crucial role in investigating and resolving instances of customer dissatisfaction through thoughtful, effective and fair complaint handling processes. Additionally, you will conduct detailed assessments of customer interactions across multiple touchpoints to ensure compliance with Consumer Duty requirements, helping to maintain high standards of service excellence and promote positive customer outcomes.
Key Responsibilities
- Investigate and resolve customer complaints promptly and fairly.
- Ensure complaints are logged and tracked accurately in line with FCA DISP rules.
- Communicate outcomes clearly to customers, providing appropriate redress where necessary and ensuring all DISP response requirements are met.
- Proactively contact customers by telephone to look to remedy the reason for complaint and avoid the complaint progressing further.
- Identify trends and recurring issues through effective root cause analysis.
- Provide effective feedback to relevant teams to improve the customer journey.
- Maintain excellent records to ensure accurate reporting to clients and regulators.
- Investigate TrustPilot reviews and respond in a professional manner.
Essential Knowledge, Skills & Experience
- Excellent communication skills, both written & oral.
- Professional with clear integrity of approach.
- Passionate about providing high standards of customer and client service.
- Strong team player.
- Highly organised with a positive ‘can do’ attitude.
- Experience in organising your own workload and delivering to plan.
Desirable
- Experience/knowledge of consumer and commercial debt recovery processes and strategies.
What We Offer
- A friendly, team-focused workplace.
- Opportunities for career progression and professional development.
- A competitive benefits package, including: Company pension scheme.
- 22 days holiday plus.
Customer Experience Officer in Manchester employer: Ascent Performance Group Ltd
Contact Detail:
Ascent Performance Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Officer in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ascent on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience. Think about how you would handle specific complaints and be ready to share examples from your past work.
✨Tip Number 3
Show your passion for customer service during the interview. Share stories that highlight your commitment to resolving issues and improving customer journeys. Let them see your enthusiasm!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Ascent team.
We think you need these skills to ace Customer Experience Officer in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Experience Officer role. Highlight your communication skills and any relevant experience in handling customer complaints, as these are key to what we’re looking for.
Showcase Your Passion: Let your enthusiasm for customer service shine through in your written application. We want to see that you genuinely care about providing high standards of service and that you’re committed to making a positive impact on our customers' experiences.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. This will help us easily understand your qualifications and how you can contribute to our team at Ascent.
Apply Through Our Website: Don’t forget to submit your application through our website! This ensures that your application is received directly by our team and allows us to process it more efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Ascent Performance Group Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Ascent Performance Group. Understand their values, mission, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Common Scenarios
As a Customer Experience Officer, you'll likely face questions about handling customer complaints. Think of specific examples from your past experiences where you successfully resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member to get comfortable with speaking about your experiences.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer experience, or how success is measured in this role. This shows that you're engaged and thinking critically about how you can contribute.
