Business Improvement Officer - Complaints, Halifax
Department: Complaints
Location: Halifax, hybrid working
Hours: 37.5 hours per week
We're looking for a Business Improvement Officer - Complaints to be part of our success story.
Highlights: 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 Business Improvement Manager where required.
Key responsibilities
* Maintain knowledge of all processes and procedures across departments. Attend refresher and update training to effectively manage complaints.
* Handle complaints in accordance with client-specific agreements and relevant regulatory bodies (FCA, FOS, Lloyds of London, Ombudsman).
* Keep all complaints documented in line with internal processes.
* Update complaint logs for accurate reporting and root cause analysis.
* Send acknowledgements and final responses to complaints.
* Collaborate with engineering, network managers, and line managers to resolve issues and manage customer expectations.
* Communicate with referrers and clients about complaint progress.
* Maintain good interdepartmental relationships to improve processes and outcomes.
* Adhere to all relevant regulatory rules and guidance.
* Perform any other tasks as required on an ad hoc basis.
Skills and experience
* Exceptional written and verbal communication skills.
* Strong problem-solving abilities.
* Pragmatic and analytical thinking.
* Understanding of operational processes.
* Excellent time management and self-motivation.
* Proficiency in Microsoft Office.
Benefits
* 33 days holiday (including bank holidays).
* Personal health cash plan.
* Enhanced maternity/paternity/adoption/shared parental pay.
* Life assurance (three times basic salary).
* Free breakfasts and fruit.
* Birthday surprises.
What you can expect from us
We prioritize team member wellbeing, offering support whether you're at our Halifax or Peterborough offices, one of our AAR sites, or working remotely. We provide health and wellbeing benefits, rewards, and perks to show our appreciation.
About us
Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, with over 700 employees nationwide, we support drivers involved in road incidents through our contact centres in Halifax and Peterborough, managing vehicle repairs via our own body shops and a network of independent partners.
Our purpose and values
Purpose: Make someone's bad day better
* Make it happen: Be accountable, take initiative, work efficiently, and deliver quality.
* Strive for better: Be bold, challenge norms, and seek continuous improvement.
* Win together: Collaborate, learn, and respect each other.
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