Business Improvement Officer - Complaints

Business Improvement Officer - Complaints

Location: Halifax / hybrid

Department: Customer Experience

Contract type: Permanent / Full-time

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 an 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 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