Hybrid Complaints Root Cause Analyst

at Domestic & General

• Job title: Complaints Root Cause Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Nottingham, United Kingdom

About the role

• Root Cause Analyst managing complaint processes and driving improvements at Domestic & General. Responsible for root cause analysis and documentation to enhance customer experience across key metrics.

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.

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