Customer Experience Officer - Complaints in Manchester

Are you passionate about people and problem-solving? Do you want to play a key part in delivering exceptional customer service and driving positive outcome? Ascent is currently recruiting for a Customer Experience Officer , where 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.
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?
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.
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.
Knowledge, Skills & Experience
Essential
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