Complaints Reduction & Root Cause Analyst

Domestic & General; Nottingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A consumer services organization in Nottingham is searching for a Root Cause Analyst for their Complaints team. In this role, you will effectively manage processes and controls aligned with regulatory expectations, focusing on continuous improvement through trend identification and complaints reduction. Ideal candidates will possess excellent analytical and communication skills and experience in customer-facing roles, particularly within complaints operations. The company offers competitive benefits and opportunities for professional growth.

Benefits

Competitive salary and annual discretionary bonus

25 days annual leave plus holidays

Training opportunities and career progression

Health cash plan

Attractive pension scheme

Life assurance

Online benefit portal

Salary Finance for savings and borrowing

Car Leasing scheme

Interest-free travel loans

Cycle to Work scheme

Health and Wellbeing benefits

Volunteer opportunities

Employee Assistance Programme

Discounted protection plan

Employee discounts

Qualifications

• Proven problem-solving and analytical skills.
• Excellent verbal and written communication abilities.
• Ability to multitask and prioritize effectively.
• Attention to detail is crucial for this role.
• Experience in a high-volume customer-facing environment.
• Familiarity with Microsoft Excel, including V-Lookups and Pivot Tables.
• Basic knowledge of producing reports to meet timelines.

Responsibilities

• Manage complaints reduction plan effectively.
• Analyze and report on complaints activities.
• Identify areas for further root cause analysis.
• Ensure completion of documentation as per FCA requirements.
• Review complaint categories and make recommendations.
• Support implementation of actions for complaint reduction.
• Meet with relevant parties to drive customer experience.

Skills

Problem solving

Analytical skills

Communication skills

Multitasking

Attention to detail

Customer service experience

Microsoft Excel

Report production

Knowledge of the warranty sector

Job description

A consumer services organization in Nottingham is searching for a Root Cause Analyst for their Complaints team. In this role, you will effectively manage processes and controls aligned with regulatory expectations, focusing on continuous improvement through trend identification and complaints reduction. Ideal candidates will possess excellent analytical and communication skills and experience in customer-facing roles, particularly within complaints operations. The company offers competitive benefits and opportunities for professional growth.