Perch Group appoints Head of Customer Experience

Debt purchase and resolution firm Perch Group has announced it has appointed Michelle Hutchinson into the newly created role of Head of Customer Experience & First Line Control.

Hutchinson brings 17 years’ experience in debt purchase and collections across a wide range of areas including most recently as FCA-certified Customer Journey Manager specialising in vulnerable customers at Lowell Group. She will report into Perch Group’s Chief Risk & Customer Officer Simon Unsworth, taking responsibility for training, quality assurance, and the customer experience team which includes specialist support, complaints and disputes. Her plan to build a comprehensive ‘first line of defence’ risk & control team will support the senior management team’s ambitious growth plans.

Chief Risk & Customer Officer at Perch Simon Unsworth said  “We have big ambitions and aim to set new standards, delivering exceptional value to our clients while positively impacting the financial well-being of individuals and empowering them to responsibly resolve their financial obligations. Bringing Michelle on board is a huge coup for us to ensure we are continuously driving improvements in customer experience as an industry leader.”