{"id":1259868,"url":"https://alion.io/job/activate-group-complaints-improvement-specialist","title":"Complaints & Improvement Specialist","company":{"id":691202,"name":"Activate Group","domain":"activate-group.com","url":"https://alion.io/company/activate-group","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"A","score":88,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Halifax, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":81000,"period":"year","method":"role_country_seniority_unknown","sample_n":213},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-25T15:21:23Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-20T19:25:22Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Complaints & Improvement Specialist\nLocation: Halifax / Hybrid\nDepartment: Customer Experience\nContract type: Permanent / Full-time\n\nAbout the role\nWe’re looking for a Complaints & Improvement Specialist to join our Customer Experience Team. The Complaints & Improvement Specialist resolves customer complaints and uses what those complaints reveal to remove the causes. The role carries two responsibilities of equal weight: delivering fair, timely and evidence-based outcomes for individual customers, and identifying the root causes behind recurring failures so that they are corrected at source.\nSitting within Customer Experience, the role is the link between individual cases and the operational change that prevents them recurring. The Specialist investigates and resolves complaints in line with Financial Conduct Authority (FCA) requirements, then analyses complaint, feedback and operational data to identify themes, quantify their impact, and present recommendations to operational teams.\nActivate 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.\n\nKey responsibilities\nComplaint management and resolution\nManage customer complaints from receipt through to resolution, within FCA Dispute Resolution (DISP) timescales, company procedures and agreed service standards\n Conduct thorough and proportionate investigations, gathering and testing evidence, documentation and accounts from all parties involved.\nCommunicate clearly and empathetically with customers throughout the complaint journey, providing regular updates and setting realistic expectations.\nDeliver fair, evidence-based outcomes and proportionate redress that balance customer needs with business objectives.\nProduce high-quality written responses, including final response letters that meet FCA content requirements and set out referral rights to the Financial Ombudsman Service (FOS).\nIdentify customers in vulnerable circumstances and adapt the approach, timescales and communication accordingly.\nIdentify and escalate high-risk, complex, reputational or potential Financial Ombudsman Service cases promptly.\nManage a personal caseload to time and quality standards, prioritising by customer impact and risk.\nRoot cause analysis and improvement\nDetermine and record the root cause of every complaint at the point of closure.\nAnalyse complaint and operational data to identify recurring themes, emerging risks and systemic failures.\nProduce clear findings and actionable recommendations, and present them to operational managers and senior stakeholders.\nContribute complaint and root cause insight to service reviews, governance forums and customer experience improvement plans.\nStakeholder and work provider management\nBuild and maintain effective working relationships with internal departments, repairers, suppliers and work providers.\nLiaise with repairers, suppliers and service partners to obtain information, investigate concerns and progress customer resolutions.\nChallenge and influence stakeholders where necessary so that customer interests are properly represented.\nCoordinate actions across multiple parties to keep resolution on track and within timescale.\nAct as the voice of the customer, advocating for fair outcomes and for the service improvements the evidence supports.\nSupport work provider reporting and service reviews with complaint and root cause insight where required.\nGovernance and compliance\n\nEnsure all complaint handling activity meets FCA DISP rules, Consumer Duty obligations where applicable, company procedures and customer service standards.\nMaintain accurate, complete and auditable records, case notes and root cause coding.\nContribute to audits, quality assurance reviews and governance reporting as required.\nSupport the development and maintenance of complaint handling processes, templates and best practice guidance.\nSkills and experience\n Previous experience handling customer complaints and complex escalations through to resolution.\nUnderstanding of complaint handling within a regulated environment, including FCA Dispute Resolution (DISP) requirements.\nStrong investigative and problem-solving skills, with the ability to reach balanced, evidence-based decisions.\nAbility to analyse data and identify trends, themes and underlying causes.\nExcellent written and verbal communication, including the ability to explain a decision clearly and without jargon.\nExperience engaging and influencing internal and external stakeholders, including holding others to account for agreed actions.\nStrong organisational skills, with the ability to manage a live caseload alongside longer-term improvement work.\nProficient in Microsoft Office applications, particularly Excel and PowerPoint, with the ability to build a clear report from raw data.\nCustomer-focused mindset and a commitment to achieving fair outcomes.\nBenefits\nWe believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:\n33 days holiday, including bank holidays\nPersonal health cash plan - claim back the cost of everyday healthcare such as dental and optical check-ups\nEnhanced maternity, paternity, adoption and shared parental pay\nLife assurance at three times your basic salary\nFree breakfasts and fresh fruit\nA birthday surprise for everyone \nWhat you can expect from us\nAt Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.\nEvery role at Activate Group is aligned to our wider business vision and purpose - making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.\nWe believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.\nWhether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.\nA bit about us\nActivate Group is a fast-growing business approaching 1,000 team members nationwide.\nWe work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.\nWe manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.\nWe also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.\nOur purpose & values\nOur purpose underpins everything we do: Make someone’s bad day better\nOur values define how we work with our team members, customers and suppliers:\nMake it happen - Be accountable. Take the initiative, work fast, and do a great job.\nStrive for better - Be bold. Challenge the norm - make small improvements often.\n Win together - Be a team player. Win together, learn together, respect each other.","description_format":"text","description_chars":7629,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Auto Repair & Service"],"lifecycle":[{"event":"open","at":"2026-09-25T20:05:52Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.574,"p_room":0.55,"age_days":24,"expected_fill_days":20,"reasons":["conf:3","velocity","win:tail"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/activate-group-complaints-improvement-specialist","json_url":"https://alion.io/job/activate-group-complaints-improvement-specialist.json","meta":{"generated_at":"2026-10-20T22:44:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26640,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":691202},"rest":"https://alion.io/mcp/rest/get_company?id=691202"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Factivate-group-complaints-improvement-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Factivate-group-complaints-improvement-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Factivate-group-complaints-improvement-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/activate-group-complaints-improvement-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Factivate-group-complaints-improvement-specialist"}]}