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Complaints Root Cause Investigator
2 months ago
We are seeking a highly skilled and experienced Complaints Root Cause Investigator to join our team at esure Group. As a key member of our organization, you will play a critical role in identifying and addressing the root causes of customer complaints, ensuring that our customers receive the best possible experience.
Key Responsibilities- Conduct thorough root cause analyses of customer complaints to identify underlying issues and areas for improvement.
- Develop and implement effective solutions to address identified issues, ensuring that they are aligned with our company's goals and objectives.
- Collaborate with cross-functional teams, including Claims and Operational areas, to ensure that customer complaints are addressed in a timely and effective manner.
- Provide regular updates and insights to management and customer forums on the progress of complaint investigations and the implementation of solutions.
- Ensure that all regulatory requirements and standards relevant to complaint management are met, including those set by the Financial Conduct Authority (FCA).
- Proven experience in complaint root cause analysis, quality assurance, or process improvement, preferably within the financial services industry.
- Strong analytical and problem-solving skills, with the ability to interpret complex data sets and identify trends and patterns.
- Knowledge of the FCA's regulatory requirements and standards relevant to complaint management.
- Excellent written and verbal communication skills, with the ability to present findings and recommendations clearly and concisely to diverse audiences.
- A strong commitment to improving customer satisfaction and experience.
- A competitive salary that recognizes your skills and potential.
- A bonus scheme that celebrates your contribution to esure Group'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.
- Grow your career with us: whatever your goals, we'll support you with hands-on training, mentoring, a LinkedIn Learning licence, access to our exclusive Academies, regular career conversations, and expert partner resources from the likes of Women in Data and Women in Tech.
This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special We're a proud supporter of the ABI's Make Flexible Work campaign and welcome you to ask about the flexibility you need, whether it's part time, job sharing, or compressed hours. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
