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- Tasks: Manage and resolve customer complaints in a dynamic, regulated environment.
- Company: Join an award-winning organisation in debt resolution and civil litigation.
- Benefits: Enjoy 30 days holiday, early finish Fridays, and free lunches.
- Why this job: Make a real difference by ensuring fair outcomes for customers.
- Qualifications: Experience in handling complaints and strong communication skills required.
- Other info: No weekend work, with excellent career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a proactive and detail‑focused Complaint Handler to join an award-winning, rapidly expanding organisation within the debt resolution and civil litigation environment. In this role, you will be responsible for managing and resolving complaints in a regulated setting, ensuring fair outcomes and maintaining our commitment to excellence, with a "whatever it takes" attitude. You will play a key role in supporting our risk, compliance, and operational teams, using your strong communication and analytical skills to de‑escalate concerns, identify themes, and drive continual improvement. You will also contribute valuable insight through quality assurance audits of frontline staff.
Key Responsibilities
- Managing the day-to-day de‑escalation of customer concerns and complaints through inbound and outbound telephone calls, emails and letters.
- Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is concluded fairly and professionally.
- Identifying and raising trends, themes, and emerging risks with key internal stakeholders.
- Supporting complaint‑related projects and initiatives as needed.
- Conducting quality assurance audits of frontline staff to identify learning opportunities and contribute to continuous improvement.
- Providing timely and constructive feedback to support staff development.
- Completing root cause analysis on complaints received to help inform process and service improvements.
- Acting as a subject matter resource for complaint‑related queries across the business.
- Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and other ad hoc responsibilities.
Essential Skills & Experience
- Proven experience handling customer complaints or queries by telephone and in writing within a regulated environment.
- Ability to prioritise effectively, manage time well, and work to deadlines.
- Excellent written English with GCSE Grade C/4 or above in English Language.
- Confident use of Microsoft Office, particularly Excel and Word.
Desirable Experience
- Previous experience working within a Complaint Department, ideally in the Consumer Credit, Financial Services or Legal industry.
- Experience writing concise and professional reports for clients, regulators and internal stakeholders.
- Experience conducting trend analysis to identify root causes and improvement opportunities.
- Experience in civil litigation or within an SRA‑regulated firm.
Benefits you will receive
- Monday - Friday schedule (36.5 hours per week - no weekend or evening work)
- 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
Complaint Handler Debt & Civil Litigation in Runcorn employer: DCBL (Direct Collection Bailiffs Ltd)
Contact Detail:
DCBL (Direct Collection Bailiffs Ltd) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Handler Debt & Civil Litigation in Runcorn
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, it's crucial to demonstrate your ability to de-escalate situations. Role-play with a friend or family member to get comfortable with responding to various scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and potentially lead to referrals, which can boost your chances of landing the job.
✨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 that you're proactive and serious about joining our awesome team.
We think you need these skills to ace Complaint Handler Debt & Civil Litigation in Runcorn
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be handling complaints, it's crucial to demonstrate your strong written communication skills. Make sure your application is clear, concise, and free of errors. Use professional language that reflects your ability to write bespoke emails and letters.
Highlight Relevant Experience: We want to see your experience in managing customer complaints, especially in a regulated environment. Be sure to mention any previous roles where you handled complaints or queries, and how you contributed to resolving issues effectively.
Be Detail-Oriented: Attention to detail is key in this role. When writing your application, make sure to include specific examples of how you've identified trends or themes in complaints and how you've used that insight to drive improvements. This will show us you're proactive and analytical.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at DCBL (Direct Collection Bailiffs Ltd)
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaint handling, especially in a regulated environment. Brush up on relevant laws and regulations, and be ready to discuss how you've successfully managed complaints in the past.
✨Showcase Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly and concisely. Prepare examples of how you've de-escalated customer concerns and resolved issues effectively, both verbally and in writing.
✨Be Analytical
Demonstrate your analytical skills by preparing to discuss how you've identified trends or root causes in previous roles. Think of specific instances where your insights led to improvements in processes or customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions that show your interest in the company and the role. Inquire about their approach to quality assurance audits or how they support staff development, which will highlight your proactive attitude.