Complaint Handler

DCBL (Direct Collection Bailiffs Ltd); Runcorn; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

36.5 hours per week (Mon-Fri)

Early finish Fridays

Dress Down Fridays

30 days holiday (including Bank HOLIDe

Employee Assistance Programme

Newly refurbished offices

Free Mersey Gateway bridge pass

Free parking

Free tea and coffee facilities

Free monthly lunch

Job summary

DCBL (Direct Collection Bailiffs Ltd) is seeking a proactive Complaint Handler to join its debt resolution and civil litigation team. You will manage and resolve complaints in a regulated environment, de-escalate concerns, and support risk, compliance, and operations.

You will also contribute insights through QA audits of frontline staff and help drive continual improvement with strong written communication skills.

Qualifications

• Proven experience handling customer complaints or queries by telephone and in writing within a regulated environment.
• Ability to prioritise effectively, manage time well, and work to deadlines.
• Excellent written English with GCSE Grade C/4 or above in English Language.
• Confident use of Microsoft Office, particularly Excel and Word.

Responsibilities

• Managing the day-to-day de-escalation of customer concerns and complaints through inbound and outbound telephone calls, emails and letters.
• Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is concluded fairly and professionally.
• Identifying and raising trends, themes, and emerging risks with key internal stakeholders.
• Supporting complaint‑related projects and initiatives as needed.
• Conducting quality assurance audits of frontline staff to identify learning opportunities and contribute to continuous improvement.
• Providing timely and constructive feedback to support staff development.
• Completing root cause analysis on complaints received to help inform process and service improvements.
• Acting as a subject matter resource for complaint‑related queries across the business.
• Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and other ad hoc responsibilities.

Skills

Complaint handling

Regulated environment experience

Time management

Written English

Education

GCSE English C/4 or above

Tools

Excel

Word

Job description

Complaint Handler - Debt Resolution & Civil Litigation

About The Role

We are looking for a proactive and detail‑focused Complaint Handler to join an award-winning, rapidly expanding organisation within the debt resolution and civil litigation environment. In this role, you will be responsible for managing and resolving complaints in a regulated setting, ensuring fair outcomes and maintaining our commitment to excellence, with a "whatever it takes" attitude.

You will play a key role in supporting our risk, compliance, and operational teams, using your strong communication and analytical skills to de‑escalate concerns, identify themes, and drive continual improvement. You will also contribute valuable insight through quality assurance audits of frontline staff.

Key Responsibilities

• Managing the day-to-day de‑escalation of customer concerns and complaints through inbound and outbound telephone calls, emails and letters.
• Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is concluded fairly and professionally.
• Identifying and raising trends, themes, and emerging risks with key internal stakeholders.
• Supporting complaint‑related projects and initiatives as needed.
• Conducting quality assurance audits of frontline staff to identify learning opportunities and contribute to continuous improvement.
• Providing timely and constructive feedback to support staff development.
• Completing root cause analysis on complaints received to help inform process and service improvements.
• Acting as a subject matter resource for complaint‑related queries across the business.
• Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and other ad hoc responsibilities.

Essential Skills & Experience

• Proven experience handling customer complaints or queries by telephone and in writing within a regulated environment.
• Ability to prioritise effectively, manage time well, and work to deadlines.
• Excellent written English with GCSE Grade C/4 or above in English Language.
• Confident use of Microsoft Office, particularly Excel and Word.

Desirable Experience

• Previous experience working within a Complaint Department, ideally in the Consumer Credit, Financial Services or Legal industry.
• Experience writing concise and professional reports for clients, regulators and internal stakeholders.
• Experience conducting trend analysis to identify root causes and improvement opportunities.
• Experience in civil litigation or within an SRA‑regulated firm.

Benefits you will receive:

• Monday - Friday schedule (36.5 hours per week - no weekend or evening work)
• Early finish Fridays
• Dress Down Fridays
• 30 days holiday (including Bank Holidays)
• Employee Assistance Programme
• Newly refurbished offices
• Free Mersey Gateway bridge pass
• Free parking
• Free tea and coffee facilities
• Free monthly lunch