Customer Escalations Officer

Are you someone who thrives off turning complaints into positive outcomes for customers? Great! 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 through an empathetic and customer-centric approach that is at the heart of our success.

As a Customer Escalations Officer, you’ll be the go-to person for customers who are frustrated with the service we’ve provided. While we strive for excellence in every interaction, we understand that things can sometimes go wrong, and it’s your job to turn the situation around.

You’ll take ownership of escalations from across the business, using your analytical and investigative skills to find the best solutions for our customers. By ensuring that we act fairly, transparently, and in line with FCA regulations and internal policies, you’ll help us resolve complaints and improve our service. We believe in turning customer frustrations into opportunities for feedback, and your insights will be crucial in helping us improve and ensure we’re always delivering the best experience possible.

The role will contribute to the management of other customer escalations – i.e. specialist support for customers in vulnerable situations and requests for information through GDPR regulation. The role will also involve receiving and acting upon other points of escalation where the needs of customers require specific care through established policies and procedures.

• Liaising with customers, clients, and internal departments via phone, letter, and email to resolve complaints.
• Effectively managing complaints relating to both FCA-regulated and non-regulated products, ensuring a fair and thorough investigation.
• Ensuring complaints are addressed appropriately, investigated thoroughly, and resolved in a timely manner to achieve a fair outcome.
• Managing customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers.
• Managing your own workload efficiently, ensuring all complaints are recorded accurately and handled within set deadlines.
• Providing the best possible customer experience by handling complaints both in writing and over the phone with empathy and professionalism.
• Supporting Root Cause Analysis and contributing to internal feedback loops, collaborating with frontline support and specialist teams to prevent future issues.
• Helping cultivate and maintain a customer-centric culture, always prioritising the customer’s needs and satisfaction.
• Acting as the final point of contact for customers to ensure their complaint is fully resolved.

• A good understanding of the impact of debt and vulnerability.
• Experience dealing with customer complaints.
• Excellent customer service skills.
• Excellent verbal, written and interpersonal skills.
• A good understanding of the principles of TCF.
• A good understanding and knowledge of FCA regulatory requirements. (Desirable).

Application timeline: A first stage video call with the internal recruitment team (15 minute call), followed by 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.

• £27,000 + 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.