Business Improvement Officer - Complaints

ACTIVATE GROUP LIMITED; Halifax; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in customer service improvements is seeking a Business Improvement Officer - Complaints to manage customer complaints and ensure effective resolution. You will work in a hybrid model, contributing to a team focused on enhancing customer experiences, with opportunities for professional growth. The ideal candidate possesses exceptional communication skills and a problem-solving mindset.

Benefits

33 days holiday including bank holidays

Personal health cash plan

Enhanced parental pay

Life assurance

Free breakfasts and fruit

Birthday surprise

Qualifications

• Proven ability to manage and resolve customer complaints effectively.
• Strong interpersonal and communication skills required.
• Evidence of self-motivation and effective time management.

Responsibilities

• Manage and resolve customer complaints in a timely manner.
• Maintain knowledge of all processes and procedures across departments.
• Update and maintain an accurate complaint log.

Skills

Exceptional communication skills

Good problem-solving skills

Pragmatic and analytical thinking

Good understanding of operational processes and procedures

Excellent time management skills

Good knowledge of Microsoft Office

Job description

Job details

Job title: Business Improvement Officer - Complaints

Department: Complaints

Location: Halifax or Peterborough, hybrid working

Hours: 37.5 hours per week

Salary: Competetive

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 in order to add and maintain a effective Complaints management
• 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 so that reporting and root cause analysis is up to date.
• Send complaint acknowledgements and final responses
• Use best endeavours and work closely with engineering, network managers and line managers to find solutions to the complaint and proactively resolve issues. Manage expectations appropriately where a complaint is not justified.
• Liaise with the referrer and client on the progress of the complaint ensuring that they are fully aware of the progress and development of the complaint.
• Ability to maintain good interdepartmental liaison in order to improve process and find resolution, for the best outcome for the customer and departmental efficiencies
• To adhere to all relevant regulatory rules and guidance applicable to the role.
• Any other tasks defined from time to time 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
• Good understanding of operational processes and procedures
• Excellent time management skills and evidence of self-motivation
• Good knowledge of Microsoft Office

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Purpose and Values

Purpose: Make someone's bad day better

Values:

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