Complaint Handler - #2175703

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.

If you are looking for a new challenge and have a strong background in customer service and complaint resolution, apply today and we'll be in touch!

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The Portfolio Group are acting on behalf of our client in recruiting for this position.