Recruitment | Complaint Officer

Job description: Complaint Officer
Location: Paisley Town Centre (PA1)
Salary: £25,000
Hours: Full Time: 37.5 hours per week. 5 x 8 – hours shifts (Mon-Fri): 08:30 until 17:00.

About us:
With over 30 years multi-sector experience, Resolvecall is an award-winning credit management business, delivering end-to-end customer solutions across the UK credit sector, including Banking, Financial, Government, Utilities, and Debt Purchase Sectors.

The Role:
We are excited to announce an opportunity for a highly experienced and motivated individual to join our team as a Complaints Officer. This critical role involves overseeing all customer complaints including management and investigation through to provision of final response in writing. The successful candidate will ensure all concerns are addressed promptly, effectively, and in full compliance with relevant
regulations and company policies.

Key responsibilities:

  • Complaint Management: Manage and resolve customer complaints, ensuring timely and effective resolution. Conduct root cause analysis to identify key trends and improve customer outcomes.
  • Compliance Adherence: Ensure all complaint handling processes comply with relevant legislation, regulations, and internal policies to minimise risk and safeguard our reputation.
  • Communication: Utilise strong communication skills to empathetically listen to grievances, demonstrate understanding, and provide clear explanations of actions taken.
  • Reporting: Complete detailed reports on a monthly and weekly basis for both internal records and external clients, providing transparency and insight into the complaint resolution process.
  • Process Improvement: Identify recurring issues and contribute to process improvements to enhance overall customer satisfaction.
  • General Correspondence: Oversee general correspondence via email and letter, ensuring our commitment to excellent customer service is upheld.

Benefits:

  • Gold standard Investors in People company
  • 28 days annual leave
  • Full training provided
  • Private healthcare cover
  • Company Pension plan
  • Platinum access to employee discount site
  • Employee assistance Programmes

Minimum Requirements :

The ideal candidate for this role will have previous experience in an administrative role and must be able to demonstrate meticulous attention to detail, a proactive approach to problem solving, and a commitment to maintaining the company’s reputation for exceptional service.

  • At least 3 years of administration experience
  • High level of attention to detail
  • Excellent communication skills, both verbal and written
  • Self-motivated with the ability to work to tight deadlines
  • Alignment with our core values:
    • Reliable – Trustworthy and professionals
    • Responsive – Adaptable to change and able to use own initiative
    • Resolute – Possessing a “can-do” attitude
    • Reasonable – Fair and Sensible
  • Experience within the financial/collections sector is desirable but not essential.

Personal Attributes:

  • Strong leadership and strategic thinking abilities
  • High degree of numeracy and literacy
  • Self-motivated with a strong sense of accountability
  • Ability to interface with staff and colleagues at all levels within the business
  • Proactive and adaptable to changing regulatory landscapes
  • Commitment to continuous professional development in complaint management and compliance

If you feel you have the necessary skills and attributes to be successful in this role, we would like to hear from you.

Please submit your CV using below button if you feel this is the role is suitable for you, Alternatively, you can send through a covering letter detailing your reasons for applying and your CV to careers@resolvecall.co.uk For any questions you can also get in touch with the Recruitment Team on 0141 243 4851.

Advisory note: We are an equal opportunities employer. As an FCA regulated company – Pre-employment checks will be conducted after interview stage. Resolvecall are an equal opportunities employer. As an FCA regulated company – we will conduct credit, anti-money laundering, and criminal record checks. All candidates must supply 5 years employment reference checks as part of our pre-employment screening process. Please note that candidate details will be kept on file for 6 months to allow for consideration for future vacancies.