Complaint Handler

The Portfolio Group Inc.; Manchester; On-site; GBP 26,000 - 42,000; Full time

Benefits offered by this job

Health & Wellbeing

EAP

On-site gym

Birthday leave

25 days holiday

Pension scheme

Life Insurance

Cycle to Work

Travel loan

Discounts

Job summary

The Portfolio Group Inc. in Manchester is seeking a Client Care Advocate (Resolution Specialist) to own day‑to‑day service issues and act as the critical bridge between clients and internal teams, delivering a world‑class resolution experience.

You will investigate issues, manage SLAs, and provide regular progress updates to management, while ensuring clear communication across stakeholders and maintaining strong customer retention.

Qualifications

• Problem-solving mindset with a solution-focused approach and ability to resolve issues within tight timelines.
• Exceptional written and verbal communication skills, with confidence to challenge and influence at senior levels.
• Ability to manage own workload while leading cross-business meetings for high-quality outcomes.
• Meticulous attention to detail when navigating complex client histories and internal systems.

Responsibilities

• Frontline ownership: primary contact for all client service issues, verbally or in writing.
• Deep-dive investigations: collaborate with internal stakeholders and navigate client databases and systems.
• SLA management: acknowledge and resolve complaints quickly, keeping clients informed at every step.
• Strategic updates: keep logging systems updated for reporting and provide progress briefs to management.

Skills

Problem-Solving

Communication

Autonomy & Collaboration

Attention to detail

Job description

Client Care Advocate (Resolution Specialist)

Location: Manchester (Office-based)

Job Purpose

Are you a natural problem solver who thrives on turning difficult situations into positive outcomes? As a Client Care Advocate, you will be the frontline champion for client satisfaction across the business. You will take complete ownership of day‑to‑day service issues, acting as the critical bridge between our clients and internal teams to deliver a world‑class resolution experience.

Your Day-to-Day Responsibilities

This is a fast‑paced, hands‑on role where communication and speed are everything. You will manage all service issues in line with company SLAs to protect customer retention.

• Frontline Ownership: Act as the primary point of contact for all client service issues, whether received verbally or in writing.
• Deep‑Dive Investigations: Thoroughly investigate issues by collaborating with internal stakeholders and navigating our client databases and systems.
• SLA Management: Acknowledge and resolve complaints quickly and efficiently, keeping clients informed every single step of the way.
• Strategic Updates: Keep appropriate logging systems updated for reporting purposes and provide regular progress briefs to the management team.

Key Skills We Are Looking For

• Problem‑Solving Mindset: A solution‑focused approach with a proven ability to go above and beyond to resolve issues within tight timelines.
• Superb Communication: Exceptional written and verbal communication skills, with the confidence to challenge and influence at a senior level.
• Autonomy & Collaboration: Ability to confidently manage your own workload while leading cross‑business meetings to ensure high‑quality outcomes.
• Sharp Eye for Detail: Meticulous attention to detail when navigating complex customer histories and internal systems.

Benefits & Perks

We believe in rewarding our team with an extensive benefits package that grows with your career.

Time Off & Wellness

• Enhanced Holidays: 25 days holiday, increasing to 27 days (after 2 years) and 28 days (after 5 years).
• Birthday Leave: Enjoy a fully paid day off to celebrate your birthday.
• Health & Well‑being: Access to Health Shield cash plan, an Employee Assistance Programme (EAP), eye care contributions, and an on‑site gym.
• Long‑Term Health: Private healthcare cover after 5 years of service.

Financial & Future

• Growing Pension: Pension scheme contributions that increase to 5% (after 5 years) and 7% (after 7 years).
• Life Insurance: Group life insurance coverage from day one.
• Incentive Schemes: Financial rewards through our New Business Referral and Refer‑a‑Friend schemes.
• Travel Support: Travel Season Ticket loan scheme and Cycle 2 Work scheme (available after your probationary period).

Local Discounts & Lifestyle (Manchester Specific)

• Office Perks: Free fresh fruit delivered straight to the office.
• Gym & Spa: Discounted gym membership and spa treatments at the Pace Health Club (Park Inn).
• Food & Drink: 20% off food and drink at Park Inn, plus discounts at New Century and Revolution De Cuba.
• City Commuting: Discounted Manchester City Centre parking (AO Arena) and First Bus Travel Club membership.
• Home Software: Access to the Microsoft Home User programme and discounts with Anglian Home Improvements.