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Complaints Data Analyst

Knowledge

Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams

Develop and produce specific complaints insight and associated reports to pro-actively determine and support the RCA agenda and process reviews, and to meet other business requirements, including but not limited to Product Reviews, Insurer Audits, and Project benefits analysis.

Proactively engage with the relevant key stakeholders following identification of mitigating actions required in their business areas, to obtain details of any in flight actions or cascade findings, and agree and capture new requirements.

Working knowledge of RCA tools and experience analysing large amounts of data

Collaborate closely with the Root Cause Analyst and Technical Complaints Ops Manager to feedback any key findings regarding Complaints RCA to minimise customer detriment.

Capable of using all internal business systems and strong awareness of processes

Contribute to the development and maintenance of RCA framework, and continuously review to ensure framework remains fit for purpose and root cause is relevant to that of FCA focus and customer detriment.

Experience working in a regulated FS environment, preferably in a Complaints or Customer service role

Significant and demonstrable experience within the Insurance industry

Knowledge and understanding of FCA complaint requirements (DISP)

Skills

Use appropriate tools to analyse complaints data, and to create effective and meaningful reports tailored to the needs of the audience.

Identify areas of opportunity within process and performance and highlight / own accordingly

Highlight risks and benefits of changes/actions so as to enable better decision-making

Contribute to the development and maintenance of RCA framework, and continuously review to ensure framework remains fit for purpose and root cause is relevant to that of FCA focus and customer detriment.

Excellent organisational and time management skills with proven ability to work to targets and deadlines without compromise to quality.

Proven interpersonal skills and the ability to build effective working relationships with colleagues, and third parties where required

Identify and own key data samples, to inform RCA agenda, and to create appropriate reporting for relevant business areas, forums and committees

Support the Root Cause Analyst in the compilation, maintenance and tracking of RCA recommendations and actions to demonstrate their effectiveness and impact

Contribute to trend analysis to establish the cause of the issue and recommend actions to rectify, including preventative solutions, and to identify and highlight any organisational themes in relation to customer complaint reasons.

Behaviours

Takes accountability of own performance

Prioritise assigned tasks and seek guidance where necessary.

Provide challenge on current processes recommending feasible solutions to improve efficiency and/or meet business/customer needs

Collaborates well with others, demonstrating an enthusiasm to support others in creating an improved/efficient service to our customers.

Adaptable and pragmatic in light of change.

Positivity and Resilience in difficult situations.

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