Perch Group makes experienced appointment into senior role

Perch Group, the fast-growing debt purchase and resolution firm, has appointed Michelle Hutchinson into the newly created role of head of customer experience and first line control.

The Blackpool-based group comprises debt purchaser Perch Capital, FCA-regulated debt resolution agency ACI, SRA-regulated TM Legal Services, and field services business Verify.

It has increased its workforce by a third in the last three years and ranked in this year's Hot 100 list of the most profitable SMEs in Lancashire.

Michelle 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 and 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 and control team will support the senior management team’s ambitious growth plans.

She is an active participant in industry bodies including UK Finance and the Vulnerability Academy.

Michelle said: "This new role at a dynamic, rapidly evolving business in the debt resolution space is a fantastic opportunity for me to drive and embed a focus on good customer outcomes in the current regulatory environment.

Simon Unsworth added: “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.”