Business Improvement Officer - Complaints

Business Improvement Officer – Complaints

Location: Halifax / hybrid

Department: Customer Experience

Contract type: Permanent / Full-time

About the role

We’re looking for a Business Improvement Officer - Complaints to join our Customer Experience team and play a key role in managing and resolving customer complaints in a timely manner, escalating to Business Improvement Manager where required.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

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

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays
• Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• A birthday surprise for everyone

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.

Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone’s bad day better

Our values define how we work with our team members, customers and suppliers:

• 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.