Customer Relations Officer (DCA) – Fixed Term Contract Full Time NEW

Let’s grow together!

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Customer Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!

Please note that this is an office-based role, working five days per week, and it is a fixed-term contract running until the end of December 2026.

Purpose of the role

To build positive relationships with customers, third party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …

What You’ll Be Doing

• Receive and effectively manage incoming complaints related to DCA commissions
• Review new complaints to ascertain if the agreement falls within the scope outlined by the Financial Conduct Authority (FCA) and investigate accordingly.
• Identify new complaints to ascertain if they fall outside the scope outlined by the FCA and manage accordingly
• Communicate with customers, via telephone or e-mail, to gain information, conciliate, negotiate and build a rapport
• Action non-standard complaints including ‘high profile’ on all portfolios
• Fully investigate the background of customer complaints
• Ensure that all complaints are resolved to complete satisfaction and good outcomes are achieved
• Produce an effective, well written final response letter that will close the complaint
• Manage any necessary complaint follow-up actions
• Work closely with other team members and management, providing assistance where required, to ensure that team targets are consistently achieved
• Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes

About You

What you’ll bring to the team

• Excellent communication, research and customer service skills
• Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
• A disciplined approach to work, ensuring that deadlines are always met
• Ability to organise and prioritise workload

Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Working hours

37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch). Office based 5 days per week.

Inclusion

As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

What can we offer you?

About Us

• Generous Holiday Allowance: Starting from 25 days and climbing to 30, you alsoget to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.