Complaint Handler
| Dyddiad hysbysebu: | 13 Medi 2025 |
|---|---|
| Cyflog: | £24,570 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Hydref 2025 |
| Lleoliad: | ST4 7RY |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Advantis Credit Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Who Are We?
Advantis is a leading debt collection agency located in the iconic Minton Hollins grade 2 listed building in the heart of Stoke-On-Trent. Our clients are some of the UK’s largest Utility, Retail and Government bodies. With over 250 talented people bringing energy, passion, and a sense of fun to everything we do, it’s no wonder we’re a great place to work. Don’t just take our word for it – we’ve proudly held official certification for the last three years.
The Role:
Are you able to turn challenges into opportunities? As our newest Complaints Handler, you’ll conduct investigations, craft clear resolutions, and help shape a customer-first culture here at Advantis.
Location – Stoke-on-Trent
Salary – £24,570 per annum
Shift Pattern – 8am – 4.30pm
The Role Will Involve:
Championing customer concerns – Receive complaints via email, letter, and phone, logging each in our in house system’s Complaint Management within 48 hours.
Investigating with confidence – Diving deep into each case, determining whether a complaint is justified, and documenting your rationale.
Crafting clear resolutions – Writing concise, customer-friendly responses detailing your findings, outcomes, and next steps.
Tracking trends and delivering insights – Performing root-cause analysis, highlighting recurring issues, and sharing actionable feedback with leadership.
Maintaining service excellence – Meeting strict SLAs for acknowledgments, responses, and monthly reporting, while staying fully compliant with regulations.
Collaborating across teams – Working closely with the Complaints Manager and Client Services to gather information, meet deadlines, and uphold our quality standards.
What You’ll Bring:
Previous experience within a Complaints Department would be preferred
Exceptional attention to detail – nothing slips through the cracks
Outstanding written and verbal communication (Degree level would be preferred, or qualified by experience within an Admin role)
Strong organisation and time-management skills to juggle competing priorities
Sharp problem-solving instincts and confident decision-making
Self-motivation and resilience under pressure to hit individual and team targets
Why This Role Matters
You’ll protect our reputation by ensuring every customer feels heard and valued
Your insights will drive process improvements that prevent future issues
You’ll be a key link between customers, internal teams, and regulators – your accuracy keeps us compliant
In Return for your Hard Work, We’ll Give You Access To:
Up to 35 days holiday (including bank holidays)
Gym membership contribution
Paid time off to volunteer at a charity of your choice – 2 days a year
Company Life Insurance
Employee Assistant Programme – 24/7 access to experienced counsellors
On site mental health first aiders
Free access to dentists-on-demand
Long service awards
Enhanced family leave policies
Pension scheme
Employee awards, incentives, and events
Free onsite parking
Corporate football team
Free tea and coffee
Free annual eye tests and contribution to prescription glasses
Casual dress
Accessible location (only a short walk from Stoke City Centre and Stoke train station)
Refer a friend scheme
Advantis is a leading debt collection agency located in the iconic Minton Hollins grade 2 listed building in the heart of Stoke-On-Trent. Our clients are some of the UK’s largest Utility, Retail and Government bodies. With over 250 talented people bringing energy, passion, and a sense of fun to everything we do, it’s no wonder we’re a great place to work. Don’t just take our word for it – we’ve proudly held official certification for the last three years.
The Role:
Are you able to turn challenges into opportunities? As our newest Complaints Handler, you’ll conduct investigations, craft clear resolutions, and help shape a customer-first culture here at Advantis.
Location – Stoke-on-Trent
Salary – £24,570 per annum
Shift Pattern – 8am – 4.30pm
The Role Will Involve:
Championing customer concerns – Receive complaints via email, letter, and phone, logging each in our in house system’s Complaint Management within 48 hours.
Investigating with confidence – Diving deep into each case, determining whether a complaint is justified, and documenting your rationale.
Crafting clear resolutions – Writing concise, customer-friendly responses detailing your findings, outcomes, and next steps.
Tracking trends and delivering insights – Performing root-cause analysis, highlighting recurring issues, and sharing actionable feedback with leadership.
Maintaining service excellence – Meeting strict SLAs for acknowledgments, responses, and monthly reporting, while staying fully compliant with regulations.
Collaborating across teams – Working closely with the Complaints Manager and Client Services to gather information, meet deadlines, and uphold our quality standards.
What You’ll Bring:
Previous experience within a Complaints Department would be preferred
Exceptional attention to detail – nothing slips through the cracks
Outstanding written and verbal communication (Degree level would be preferred, or qualified by experience within an Admin role)
Strong organisation and time-management skills to juggle competing priorities
Sharp problem-solving instincts and confident decision-making
Self-motivation and resilience under pressure to hit individual and team targets
Why This Role Matters
You’ll protect our reputation by ensuring every customer feels heard and valued
Your insights will drive process improvements that prevent future issues
You’ll be a key link between customers, internal teams, and regulators – your accuracy keeps us compliant
In Return for your Hard Work, We’ll Give You Access To:
Up to 35 days holiday (including bank holidays)
Gym membership contribution
Paid time off to volunteer at a charity of your choice – 2 days a year
Company Life Insurance
Employee Assistant Programme – 24/7 access to experienced counsellors
On site mental health first aiders
Free access to dentists-on-demand
Long service awards
Enhanced family leave policies
Pension scheme
Employee awards, incentives, and events
Free onsite parking
Corporate football team
Free tea and coffee
Free annual eye tests and contribution to prescription glasses
Casual dress
Accessible location (only a short walk from Stoke City Centre and Stoke train station)
Refer a friend scheme