Complaints 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

We have a fantastic opportunity for a Root Cause Analyst within the Complaints team. They will be responsible for effectively managing process and controls, in line with regulatory expectations, while delivering continuous improvement, through trend identification and reduction in complaints.

Responsibilities

• 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

Qualifications

• 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

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

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