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
#J-18808-Ljbffr