Job Introduction
The Complaint Root Cause Analyst will provide valuable insights and recommendations to drive organisational learning and continuous improvement. This is an exciting new role that will be part of our new Complaints Service and will help the business to address underlying issues, learn the lessons, prevent reoccurrence of complaints, and enhance overall customer satisfaction.
We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. For this role, we’d expect you to be in the office or out and about with customers for at least three days a week to ensure we’re at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes.
Specific duties will include:
Analyse complaint data to identify patterns, trends, and potential root causes underlying customer dissatisfaction.
Collaborate with cross-functional teams, to gather insights and perspectives on complaint issues.
Evaluate contributing factors including process deficiencies, communication breakdowns, and customer expectations to determine root causes accurately.
Proactively identify opportunities for process improvement based on complaint analysis findings, industry best practices, and benchmarking data.
Participate in cross-functional teams and process improvement projects to drive systemic changes and enhance customer satisfaction.
Collaborate with operational teams to develop and implement corrective and preventive actions (CAPAs) to address root causes and prevent recurrence of complaints.
Essential:
Previous experience in root cause analysis, quality assurance, or process improvement roles preferred.
Proficiency in root cause analysis methodologies and tools, as well as data analysis techniques.
Strong analytical skills with the ability to interpret complex data sets, identify patterns, and draw actionable insights.
Excellent communication skills, including the ability to present technical information clearly and persuasively to diverse audiences.
Detail-oriented with a focus on accuracy and precision in documenting findings and recommendations.
Desirable:
Project management skills and experience leading cross-functional initiatives are advantageous.
Knowledge of regulatory requirements and standards relevant to complaint management is desirable
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary