Customer Experience Officer

A Bit 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.

Customer Experience Officer (5878)

At 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.

As a Customer Experience Officer, 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.

• 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 Trust Pilot reviews and respond in a professional manner.

• 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.

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

• 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.

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.

Manchester
One St Peter's Square, Manchester, Greater Manchester, United Kingdom, M2 3AF