Complaint Handler – Debt Resolution & Civil Litigation
About the Role
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
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Complaint Handler employer: DCBL
DCBL is an award-winning, rapidly expanding organisation that values its employees as the cornerstone of its success. Located in Runcorn, our vibrant work culture fosters creativity and collaboration, offering a supportive environment where you can thrive as a Creative Marketing Executive. With generous benefits including early finish Fridays, 30 days holiday, and regular company social events, DCBL is committed to your professional growth and well-being.
