Activate Group Limited on cord

Activate Group Limited

Complaints & Improvement Specialist

External position
Halifax, UK
Hiring internally for Activate Group Limited?
Automotive · Insurance
Accidents, managed. Activate Group: sopp+sopp, Activate Parts, Motor Repair Network and Activate Accident Repair.
Posted
4 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Customer Operations
Experience level: Mid
Core skills considered: Customer service, Customer support, Escalations handling, Stakeholder Management
Other skills considered: Business Analysis, Communication software, Data Analysis

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

We'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.

Sitting 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.


Key Responsibilities

Complaint management and resolution

  • Manage customer complaints from receipt through to resolution, within FCA Dispute Resolution (DISP) timescales, company procedures and agreed service standards
  • Conduct thorough and proportionate investigations, gathering and testing evidence, documentation and accounts from all parties involved.
  • Communicate clearly and empathetically with customers throughout the complaint journey, providing regular updates and setting realistic expectations.
  • Deliver fair, evidence-based outcomes and proportionate redress that balance customer needs with business objectives.
  • Produce high-quality written responses, including final response letters that meet FCA content requirements and set out referral rights to the Financial Ombudsman Service (FOS).
  • Identify customers in vulnerable circumstances and adapt the approach, timescales and communication accordingly.
  • Identify and escalate high-risk, complex, reputational or potential Financial Ombudsman Service cases promptly.
  • Manage a personal caseload to time and quality standards, prioritising by customer impact and risk.

Root cause analysis and improvement

  • Determine and record the root cause of every complaint at the point of closure.
  • Analyse complaint and operational data to identify recurring themes, emerging risks and systemic failures.
  • Produce clear findings and actionable recommendations, and present them to operational managers and senior stakeholders.
  • Contribute complaint and root cause insight to service reviews, governance forums and customer experience improvement plans.

Stakeholder and work provider management

  • Build and maintain effective working relationships with internal departments, repairers, suppliers and work providers.
  • Liaise with repairers, suppliers and service partners to obtain information, investigate concerns and progress customer resolutions.
  • Challenge and influence stakeholders where necessary so that customer interests are properly represented.
  • Coordinate actions across multiple parties to keep resolution on track and within timescale.
  • Act as the voice of the customer, advocating for fair outcomes and for the service improvements the evidence supports.
  • Support work provider reporting and service reviews with complaint and root cause insight where required.

Governance and compliance

  • Ensure all complaint handling activity meets FCA DISP rules, Consumer Duty obligations where applicable, company procedures and customer service standards.
  • Maintain accurate, complete and auditable records, case notes and root cause coding.
  • Contribute to audits, quality assurance reviews and governance reporting as required.
  • Support the development and maintenance of complaint handling processes, templates and best practice guidance.

Skills and experience

  • Previous experience handling customer complaints and complex escalations through to resolution.
  • Understanding of complaint handling within a regulated environment, including FCA Dispute Resolution (DISP) requirements.
  • Strong investigative and problem-solving skills, with the ability to reach balanced, evidence-based decisions.
  • Ability to analyse data and identify trends, themes and underlying causes.
  • Excellent written and verbal communication, including the ability to explain a decision clearly and without jargon.
  • Experience engaging and influencing internal and external stakeholders, including holding others to account for agreed actions.
  • Strong organisational skills, with the ability to manage a live caseload alongside longer-term improvement work.
  • Proficient in Microsoft Office applications, particularly Excel and PowerPoint, with the ability to build a clear report from raw data.
  • Customer-focused mindset and a commitment to achieving fair outcomes.

Company Benefits

  • 33 days holiday (including bank holidays)
  • Personal health cash plan – claim back the cost of things like dentist and optical check ups
  • Enhanced maternity / paternity / adoption / shared parental pay
  • Life assurance: three times basic salary
  • Amazing Christmas & Summer parties
  • Free breakfasts and fruit
  • Birthday surprise for everybody!
Complaints & Improvement Specialist at Activate Group Limited
Position posted 4 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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