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Complaints and Claims Root Cause Analyst, Leeds
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Client:
Location:
Leeds, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
8b90b820fea9
Job Views:
7
Posted:
05.05.2025
Expiry Date:
19.06.2025
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Job Description:
Are you passionate about making a difference in your customer's experience and service? Do you have excellent excel skills? Enjoy using data to identify problems and understand the root cause?
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.
We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.
What does the role involve?
This is a 9-month fixed term contract.
Reporting to Customer Care Insight Manager, you'll be using data to identify the driving factors and ways in which we can improve the journey for our customers. You'll be responsible for ensuring that our complaints and claims drive fair outcomes by using root cause analysis to identify the causes and recommendations you'll provide to make things better for our staff and customers.You will be required to work from our Leeds office 4-5 times a month.
Some of your key duties will include:
* Complete root cause analysis on customer's claims, complaints, and decisions from the Financial Ombudsman Service
* Measuring 'Consumer Duty', to ensure all customer experiences are effective
* Sharing insight and trend analysis with relevant business areas
* Following up on actions to address any underlying issues
* Sharing key learnings via appropriate forums
What are we looking for?
You'll have root cause analysis experience and will be passionate and curious to understand the 'why' aspect of our customer contacts with us. You will come with the desire to make a real difference and bring with you great organisation skills with the ability to work on your own initiative and manage your time to meet deadlines. You enjoy building strong relationships and sharing information with your stakeholders to drive change and influence your colleagues.
Also, we're looking for the following:
* Confident verbal and written communicator
* Advanced Excel skills
* Ability to analyse data in line with root cause requirements
* Excellent attention to detail
* Knowledge of Section 75 of the CCA is desirable
What can we offer you?
At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine .
In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
* Flexible hybrid working
* 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
* Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
What's the next step?
Interested? Start your application today and see what Novuna can offer you.
Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.
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