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Complaints Analyst

2 months ago

Glasgow, Glasgow City, United Kingdom esure Group Full time
Job Description

At esure Group, we're seeking a skilled Complaints Analyst to join our team. As a key member of our organization, you will play a vital role in delivering exceptional customer experiences through digital organizational learning and continuous improvement.

Key Responsibilities:

  • Support the Claims and Operational areas of the business by analyzing customer complaints and identifying root causes.
  • Lead the learning process from previous customer complaints, Financial Ombudsman Service (FOS) decisions, and regulatory requirements to address underlying issues.
  • Drive improvements in overall customer satisfaction and regulatory adherence, preventing the recurrence of customer complaints.

Requirements:

  • Experience in complaint root cause analysis, quality assurance, or process improvement, preferably within financial services.
  • Proficiency in root cause analysis methodologies, tools, and data analysis techniques.
  • Strong analytical and problem-solving skills with the ability to interpret complex data sets and identify trends and patterns.
  • Knowledge of the Financial Conduct Authority's regulatory requirements and standards relevant to complaint management.
  • A strong commitment to improving customer satisfaction and experience.

What We Offer:

  • A competitive salary that recognizes your skills and potential.
  • A bonus scheme that celebrates your contribution to esure's success.
  • Discounts on our insurance products, for you and your family.
  • 25 days annual leave, plus 8 flex days to be taken as and when suits you.
  • Benefits just for you: our hub – My Benefits Box – is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.

About Us:

At esure Group, we're committed to creating a world-class digital insurer. We're passionate about delivering exceptional customer experiences and driving innovation in the industry. If you're a motivated and skilled professional looking for a new challenge, we'd love to hear from you.