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For Companies At a Glance
- Tasks: Manage and resolve customer complaints while improving processes.
- Company: Join a fast-growing company recognised in the Sunday Times 100.
- Benefits: Enjoy 33 days holiday, competitive salary, and career development.
- Why this job: Make a real difference in customer experience and drive improvements.
- Qualifications: Strong communication, problem-solving skills, and knowledge of Microsoft Office.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 22000 - 29000 £ per year.
We're looking for a Business Improvement Officer - Complaints to be part of our success story.
About the role
The purpose of the Business Improvement Officer is to manage and resolve customer complaints in a timely manner, escalating to the 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 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)
Business Improvement Officer employer: Activate Group Limited
Contact Detail:
Activate Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Improvement Officer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your skills align with their mission. We want to see that you’re genuinely interested in being part of our success story!
✨Tip Number 3
Practice your problem-solving skills! Since the role involves managing complaints, think of examples from your past where you’ve successfully resolved issues. This will help you shine during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Business Improvement Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Business Improvement Officer role. Highlight your experience with complaints management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since exceptional communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express their thoughts effectively, so don’t hold back on showcasing your written communication prowess!
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've tackled challenges in the past. We’re looking for pragmatic and analytical thinkers, so let us know how you’ve resolved issues and improved processes in previous roles.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it shows you’re keen to join our success story!
How to prepare for a job interview at Activate Group Limited
✨Know Your Stuff
Make sure you have a solid understanding of the company's processes and procedures, especially those related to complaints management. Brush up on any relevant regulations like FCA or FOS, as this will show that you're serious about the role.
✨Showcase Your Communication Skills
Since exceptional communication is key for this position, prepare examples of how you've effectively communicated in past roles. Think about times when you resolved conflicts or managed expectations, and be ready to share these stories.
✨Problem-Solving Mindset
Be prepared to discuss your approach to problem-solving. Think of specific instances where you identified a root cause and implemented a solution. This will demonstrate your analytical thinking and ability to manage complaints effectively.
✨Time Management is Key
Highlight your time management skills during the interview. Share examples of how you've prioritised tasks in a busy environment, especially when dealing with multiple complaints. This will show that you can handle the demands of the role efficiently.
