Job title: Business Improvement Officer - Complaints
Department: Complaints
Location: Halifax or Peterborough, hybrid working
Hours: 37.5 hours per week
Salary: Competetive

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

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.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone’s bad day better

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