Job Title: Business Improvement Officer - Complaints

Department: Complaints

Location: Halifax or Peterborough, hybrid working

Hours: 37.5 hours per week

Salary: Competitive

We're looking for a Business Improvement Officer - Complaints to be part of our success story.

• Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
• Great career development opportunities grow with us.

About The Role

Manage and resolve customer complaints in a timely manner, escalating to Business Improvement Manager where required.

Key Responsibilities

• Maintain a good knowledge of all processes and procedures in each department. Attend refresher and update training sessions to effectively manage complaints.
• Manage and resolve complaints in line with client-specific complaint handling agreements and, if appropriate, the regulating body (FCA, FOS, Lloyds of London, Ombudsman).
• Maintain and manage all complaints in line with internal operational processes.
• Update and maintain an accurate complaint log for reporting and root cause analysis.
• Send complaint acknowledgements and final responses.
• Work closely with engineering, network managers, and line managers to find solutions and proactively resolve issues. Manage expectations where a complaint is not justified.
• Liaise with the referrer and client on the progress of complaints, ensuring they are fully informed.
• Maintain good interdepartmental liaison to improve processes and outcomes for customers and efficiency.
• Adhere to all relevant regulatory rules and guidance.
• Perform any other tasks as required on an ad hoc basis.

Skills And Experience

• Exceptional communication skills, both written and verbal.
• Good problem-solving skills.
• Pragmatic and analytical thinking.
• Understanding of operational processes and procedures.
• Excellent time management and self-motivation.
• Good knowledge of Microsoft Office.

Benefits

• 33 days holiday (including bank holidays).
• Personal health cash plan for dental and optical check-ups.
• Enhanced maternity, paternity, adoption, and shared parental pay.
• Life assurance: three times basic salary.
• Free breakfasts and fruit.
• Birthday surprises for everyone!

What You Can Expect From Us

At Activate Group, supporting our team members is a priority. Whether at our Halifax or Peterborough offices, one of our AAR sites, or working from home, we provide support to help you succeed. From health and wellbeing benefits to employee rewards and perks, we appreciate your efforts.

A Bit About Us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ over 700 team members nationwide. We work with major UK fleets and insurance companies, supporting drivers involved in road incidents at our contact centres in Halifax and Peterborough. We manage vehicle repairs through our own body shops and a UK-wide network of independent repair partners.

Want To Know What It's Like To Work With Us? Take a Look At Our Purpose And Values

Purpose: Make someone's bad day better

Values:

• Make it happen: Be accountable. Take initiative, work fast, and do a great job.
• Strive for better: Be bold. Challenge norms, and make small improvements often.
• Win together: Be a team player. Win, learn, and respect each other.