Concept Resourcing are currently recruiting for experienced IT / EPOS Engineers in Birmingham
You will be working for an innovative EPoS and technology organisation installing, servicing and repairing specialist clients bespoke EPOS equipment.
Engineers will be required to start on 24th June with 4 - 6 weeks of training, the project is due to commence in August until the end of November with chance of long term extension to the end of the year / into 2025.
The key purpose of this role is to lead the First Line Root Cause Analysis initially focusing on Complaints with the aim to develop the role and extend coverage to QA, Control Testing and Outcomes Based Testing.
Ensuring that the framework and processes are in place to conduct effective root cause analysis to identify trends and common themes, escalating concerns and ensure corrective action plans are established and delivered in support of increasing on the spot resolution, reducing complaint volumes, upheld and FoS referrals / overturned decisions.
Key Responsibilities
Provide leadership and direction to the Group RCA Team, continuing to develop the RCA programme / structure whilst horizon scanning on upcoming key regulatory change and expectations.