Complaints Root Cause Analyst
Domestic & General
full-time
Posted on:
Location Type: Hybrid
Location: Nottingham • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Build, maintain and manage complaints reduction plan for Domestic and General
- Collate, analyse and report on Complaints activities, to include internal business area and OEM root cause analysis actions
- Identifying and prioritising areas for further root cause analysis, including the requirement for deep dives and thematic reviews
- Ensure appropriate documentation and evidence is completed to include thematic reviews, case studies and action logs, in line with FCA requirements
- Complete a regular review of all complaint categories, making recommendations to further enhance MI collection on Complaints and trends
- Identify and support the implementation of specific actions required to assist delivery of complaints reduction plan
- Meet with OEM’s and internal business areas to drive complaints reduction, increase First Contact Resolution and increase customer experience across all key metrics.
Requirements
- Excellent problem solving and analytical skills
- Excellent Communication skills, both verbal and written
- Be able to multitask and effectively prioritise tasks, based on the urgency and business impact
- Must be flexible when necessary
- Excellent attention to detail
- Ability to communicate with varying levels of the business
- Experience of a high volume, customer facing organisation, ideally in a complaints operation
- Understanding of Microsoft Excel – (V-Lookup’s, Pivot Tables, “if” statements, conditional formatting etc)
- Basic knowledge of producing reports and MI on a right first time basis to defined timelines
- Knowledge of the warranty sector.
Benefits
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
root cause analysisdata analysiscomplaints managementreportingMicrosoft ExcelV-LookupPivot Tablesconditional formattingthematic reviewsaction logs
Soft skills
problem solvinganalytical skillscommunication skillsmultitaskingprioritizationflexibilityattention to detailcustomer experience enhancementstakeholder engagementfirst contact resolution