Customer Complaints & Improvement Specialist

ACTIVATE GROUP LIMITED; Halifax; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

33 days holiday (incl. bank holidays)

Health cash plan

Enhanced parental leave

Life assurance

Free breakfasts & fruit

Birthday surprises

Job summary

Activate Group Limited is seeking a Complaints & Improvement Specialist to join its Customer Experience team in Halifax with hybrid working. You will resolve complaints, conduct root-cause analyses, and drive service improvements across stakeholders to prevent recurrence.

The role focuses on FCA DISP compliance, fair outcomes, and data-informed recommendations while managing a personal caseload and collaborating with internal departments and partners. A rewarding career path is offered.

Qualifications

• Previous experience handling customer complaints and complex escalations through to resolution.
• Understanding of complaint handling within a regulated environment, including FCA DISP requirements.
• Strong investigative and problem-solving skills, with the ability to reach balanced, evidence-based decisions.
• Ability to analyse data and identify trends, themes and underlying causes.
• Excellent written and verbal communication, including the ability to explain a decision clearly and without jargon.
• Experience engaging and influencing internal and external stakeholders, including holding others to account for agreed actions.
• Strong organisational skills, with the ability to manage a live caseload alongside longer-term improvement work.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint, with the ability to build a clear report from raw data.
• Customer-focused mindset and a commitment to achieving fair outcomes.

Responsibilities

• Manage customer complaints from receipt through to resolution, within FCA DISP timescales, company procedures and agreed service standards.
• Conduct thorough investigations, gathering and testing evidence and accounts from all parties involved.
• Communicate clearly with customers throughout the complaint journey and provide regular updates.
• Deliver fair, evidence-based outcomes and proportional redress balancing customer needs with business objectives.
• Produce high-quality written responses and final letters meeting FCA content requirements.
• Identify customers in vulnerable circumstances and adapt approach accordingly.
• Elevate high-risk or complex cases for timely handling.
• Manage a personal caseload to time and quality standards.

Skills

Complaint handling

Regulated environment

Investigation

Data analysis

Written communication

Stakeholder management

Organisation

Job description

Activate Group Limited is seeking a Complaints & Improvement Specialist to join its Customer Experience team in Halifax with hybrid working. You will resolve complaints, conduct root-cause analyses, and drive service improvements across stakeholders to prevent recurrence.

The role focuses on FCA DISP compliance, fair outcomes, and data-informed recommendations while managing a personal caseload and collaborating with internal departments and partners. A rewarding career path is offered.