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 the 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 bodies (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 to complaints and proactively resolve issues. Manage expectations where a complaint is not justified.

• Liaise with the referrer and client on the progress of the complaint, ensuring they are fully informed.

• Maintain good interdepartmental liaison to improve processes and find resolutions for the best outcomes for customers and departmental efficiency.

• Adhere to all relevant regulatory rules and guidance applicable to the role.

• 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.

• Proficiency in Microsoft Office.

Benefits

• 33 days holiday (including bank holidays).

• Personal health cash plan for dental and optical check-ups.

• Enhanced maternity/paternity/adoption/shared parental pay.

• Life assurance: three times basic salary.

• Free breakfasts and fruit.

• Birthday surprise 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 remotely, we provide support to help you succeed.

From health and wellbeing benefits to rewards like employee of the month and small perks like free fruit and cereal, we value your contribution.

A bit about us

Named in the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ over 700 staff nationwide.

We support major UK fleets and insurance companies, assisting drivers involved in road incidents through our contact centres in Halifax and Peterborough.

We manage the entire repair process, including repairs at our own Activate Accident Repair body shops and through a UK-wide network of independent repair partners.

Our purpose is to make someone's bad day better, guided by our values to make it happen, strive for better, and win together.