Customer Resolution Specialist

Debt Recovery Plus Ltd; Redditch; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading debt recovery company in England is looking for a Customer Resolution Specialist to investigate complaints and ensure client satisfaction. The role requires strong communication skills and attention to detail, with responsibilities including processing GDPR requests and implementing corrective actions. The ideal candidate is passionate about continuous improvement and collaborative teamwork. This position offers a hybrid working model and various employee benefits.

Benefits

Welcoming working environment

Casual dress

Hastee pay

Free fruit and drink at all sites

Employee assistance programme

Company pension

Colleague perks scheme

Free on-site parking

Death in service benefit

Qualifications

• Proven experience as a customer resolution specialist or similar role.
• Ability to confidently resolve customer and client complaints.
• Experience in handling GDPR and data requests.

Responsibilities

• Investigate formal complaints and resolve them within time limits.
• Conduct interviews with Enforcement Agents and office colleagues.
• Assist in reporting preventive actions for future complaints.

Skills

Strong communication skills

High attention to detail

Passionate about continuous improvement

Collaborative and inclusive working style

Job description

About Bristow and Sutor Group

Leaders in the debt recovery enforcement sector, the Bristow and Sutor Group of companies have been operating for over 40 years supporting hundreds of local authorities and Transport for London. We have a strong UK team, employing just over 500 people all over the UK. We are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their efforts.

About the Team and Role

You will have proven experience as a customer resolution specialist, or similar role, who can confidentially take responsibility for the integrity and accuracy of investigations, analysing all complaints that come into the business. Whether it is via letter, email or phone you will be an excellent communicator who can resolve customer, client and third-party complaints within the prescribed time limits, whilst ensuring that preventative action is applied to continue improvement of the customer journey.

Job Details

Full time: 37.5 hours, Monday to Friday, hybrid working option (agreed upon commencement of employment)

Salary: £26,250 (dependent on experience)

Permanent

Location: Office based, Redditch/Sheffield/Denton

What you’ll do: Key responsibilities

• Investigate formal complaints regarding the service provided by the Company within the prescribed time limits
• Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
• Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action
• Respond to each complaint by the most appropriate means, whether this is by letter, e‑mail or telephone
• Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
• Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
• Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
• Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
• Process vehicle and goods removed cases including dealing with third party claims
• Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits.
• Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
• Assistance with any other duties that are within the scope of the job purpose

Skills and competencies we are looking for

• Strong communication skills, able to confidently deal with group teams internally and external customers and stakeholder’s
• High attention to detail, ability to work collaboratively to edit and improve written documentation
• Passionate about continuous improvement, committed to driving standards above and beyond expected standards.
• Collaborative and inclusive working style

Benefits

• Welcoming working environment
• Casual dress
• Hastee pay, (access to salary before payday)
• Free fruit and drink at all sites
• Employee assistance programme
• Company pension
• Colleague perks scheme
• Free on-site parking
• Death in service benefit

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it serves.