Complaints Root Cause Analyst

Knowledge

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

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

Engage with the Business Change and Business Readiness teams to identify any wider business in flight changes that will support mitigating/preventative actions following RCA.

Own and maintain the RCA tracker, coordinating updates and ensuring accurate auditability of all actions identified through RCA.

Take responsibility for pro-actively monitoring FCA areas of interest and external factors to ensure the RCA agenda remains relevant at all times.

Contribute to an environment within Atlanta Complaints which supports continuous improvements to ensure ongoing efficiencies of the RCA framework.

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

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

Significant and demonstrable experience within the Insurance industry

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

Knowledge and understanding of FCA complaint requirements (DISP)

Skills

Compile and effectively track all root cause actions, including coordination of post implementation reviews of the mitigating actions to demonstrate their effectiveness of complaint reduction.

Use appropriate tools to establish the cause of the issue and recommend actions to rectify, including preventative solutions.

Conduct trend analysis to identify and highlight any organisational themes in relation to customer complaint reasons.

Excellent organisational and time management skills with proven ability to work to targets and deadlines.

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.

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

Use specific complaints insight to pro-actively determine and support the RCA agenda and process reviews.

Produce and develop clear and accurate RCA reports specifically in relation to customer complaints , including but not limited to methodology, sample size, source of data, findings and recommendations.

Behaviours

Takes accountability of own performance

Contribution 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.

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.