Job title: Business Improvement Officer - Complaints
Department: Complaints
Location: Halifax, 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
1. Maintain a good knowledge of all processes and procedures in each department. Attend refresher and update training sessions to effectively manage complaints.
2. Manage and resolve complaints in line with client-specific complaint handling agreements and, if appropriate, the regulating body (FCA, FOS, Lloyds of London, Ombudsman).
3. Maintain and manage all complaints in line with internal operational processes.
4. Update and maintain an accurate complaint log for reporting and root cause analysis.
5. Send complaint acknowledgements and final responses.
6. Work closely with engineering, network managers, and line managers to find solutions to complaints and proactively resolve issues. Manage expectations appropriately where a complaint is not justified.
7. Liaise with the referrer and client on the progress of the complaint, ensuring they are fully informed.
8. Maintain good interdepartmental liaison to improve processes and find resolutions for the best outcome for customers and departmental efficiencies.
9. Adhere to all relevant regulatory rules and guidance applicable to the role.
10. Perform any other tasks as required on an ad hoc basis.
Skills and experience
1. Exceptional communication skills, both written and verbal.
2. Good problem-solving skills.
3. Pragmatic and analytical thinking.
4. Good understanding of operational processes and procedures.
5. Excellent time management skills and self-motivation.
6. 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 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 ensure you have the support to succeed.
We offer benefits prioritizing health and wellbeing, rewards for employee recognition, and perks like free fruit and cereal to show our appreciation.
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 some of the UK’s largest fleets and insurance companies, supporting drivers involved in road incidents at our contact centres in Halifax and Peterborough.
We manage the entire repair process, from vehicle repairs at our Activate Accident Repair body shops to a UK-wide network of independent repair partners.
Learn more about our purpose and values, which define our culture and approach:
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 continuous improvements.
* Win together – Be a team player, celebrate collective success, learn, and respect each other.
#J-18808-Ljbffr