PERCH GROUP ARE SEARCHING FOR A CUSTOMER COMPLAINTS HANDLER.

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. We do this through an empathetic and customer-centric approach that is at the heart of our success.

THE ROLE

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 also 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.

• £27,000 + up to 20% of your annual salary, paid as a bonus.
• This role is based at our Blackpool office.

YOU SHOULD APPLY FOR THIS ROLE IF YOU HAVE…

• 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).