Complaints Root Cause Analyst
Job Specification
We are seeking a detail-oriented Complaints Root Cause Analyst to join the Customer Experience team. This position will report to the Complaints Improvement Manager. Complaints RCA is an essential part of our drive to improve customer outcomes. This role plays an integral part in this through detailed analysis of data driven insights, used to identify and understand the cause and extent of complaints. You will work with a wide range of stakeholders from the business to remedy problems and improve customer outcomes.
If you excel at problem solving and have a keen eye for data driven insights we encourage you to apply.
Responsibilities
1. Evaluate monthly complaints data, combined with other customer and business insights, to identify patterns and trends that tell us where it's gone wrong for the customer.
2. Utilise analytical and problem-solving skills to conduct in-depth analysis to agreed timelines, to detect, quantify and prioritise the root cause of issues.
3. Support the business with improvement work and implementing corrective actions by providing insights from complaints analysis that will improve customer outcomes.
4. Provide the business with data insights to support decision-making and measure improvements to customer outcomes.
5. Prioritise analysis taking a risk-based app...