Customer Experience Officer - Complaints

Opal Orthopaedics Ltd (UK) & Opal Medical Australia P/L; Greater Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading customer service provider in Greater Manchester is seeking a passionate Customer Experience Officer to investigate and resolve customer complaints. The role requires excellent communication skills and a proactive approach to ensure customer satisfaction. You will work in a supportive team environment with opportunities for career progression. The successful candidate will enjoy a competitive benefits package, including a company pension scheme and generous holiday entitlements.

Benefits

Company pension scheme

22 days holiday plus bank holidays

Health cash plan

Critical illness cover

Discounted legal services

Season ticket loans

Discounts on online shopping and gym memberships

Cycle-to-work scheme

Qualifications

• Experience in organising your own workload and delivering to plan.
• Experience/knowledge of consumer and commercial debt recovery processes and strategies is desirable.

Responsibilities

• Investigate and resolve customer complaints promptly and fairly.
• Ensure complaints are logged and tracked accurately in line with FCA DISP rules.
• Communicate outcomes clearly to customers, providing appropriate redress.
• Proactively contact customers by telephone to remedy complaints.
• Identify trends and recurring issues through effective root cause analysis.
• Provide feedback to improve the customer journey.
• Investigate TrustPilot reviews and respond professionally.

Skills

Excellent communication skills, both written & oral

Professional with clear integrity of approach

Passionate about providing high standards of customer and client service

Strong team player

Highly organised with a positive can‑do attitude

Job description

Are you passionate about people and problem-solving? Do you want to play a key part in delivering exceptional customer service and driving positive outcome? Ascent is currently recruiting for a Customer Experience Officer, where you will play a crucial role in investigating and resolving instances of customer dissatisfaction through thoughtful, effective, and fair complaint handling processes. Additionally, you will conduct detailed assessments of customer interactions across multiple touchpoints to ensure compliance with Consumer Duty requirements, helping to maintain high standards of service excellence and promote positive customer outcomes.

About Ascent

Ascent Performance Group is a leading provider of legal and financial services, committed to delivering exceptional results for our clients. At Ascent, we place our customers at the heart of everything we do. During their most challenging times, we strive to provide the support and guidance they deserve.

Why Join Us?

Ascent, we pride ourselves on creating a supportive, inclusive, and collaborative environment where your contributions truly make a difference. We are committed to helping our people grow, offering professional development opportunities and a culture built on fairness, integrity, and customer care.

Key Responsibilities

• Investigate and resolve customer complaints promptly and fairly.
• Ensure complaints are logged and tracked accurately in line with FCA DISP rules.
• Communicate outcomes clearly to customers, providing appropriate redress where necessary and ensuring all DISP response requirements are met.
• Proactively contact customers by telephone to look to remedy the reason for complaint and avoid the complaint progressing further.
• Identify trends and recurring issues through effective root cause analysis.
• Provide effective feedback to relevant teams to improve the customer journey. Maintain excellent records to ensure accurate reporting to clients and regulators.
• Investigate TrustPilot reviews and respond in a professional manner.

Knowledge, Skills & Experience

Essential

• Excellent communication skills, both written & oral.
• Professional with clear integrity of approach.
• Passionate about providing high standards of customer and client service.
• Strong team player.
• Highly organised with a positive can‑do attitude.
• Experience in organising your own workload and delivering to plan.

Desirable

• Experience/knowledge of consumer and commercial debt recovery processes and strategies.

What We Offer

• A friendly, team‑focused workplace
• Opportunities for career progression and professional development
• A competitive benefits package, including:
  • Company pension scheme
  • 22 days holiday plus bank holidays (with the option to purchase additional days)
  • Health cash plan
  • Critical illness cover
  • Discounted legal services
  • Season ticket loans
  • Discounts on online shopping and gym memberships
  • Cycle‑to‑work scheme

Further Information

As part of the Ascent on‑boarding process, all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity, thereby protecting the interests of the Group, existing employees, clients, partners and other stakeholders.