Company Description
Here at esure, we're no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we're getting ready for more. It's creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.
Job Description
As the Complaints Root Cause Analyst, you will provide valuable insights and recommendations to deliver the best customer experience through digital organisational learning and continuous improvement. Your data analysis skills will be at the heart of this role, as well as the ability to enhance customer experience within budgetary controls and regulatory requirements.
What will my role entail?
You will support the Claims and Operational areas of the business, and will take the lead on learning lessons from previous customer complaints, Financial Ombudsman Service (FOS) decisions, as well guidance and policy provided by the Financial Conduct Authority (FCA) and industry news & trends to address any underlying issues. You will drive improvements in overall customer satisfaction and Regulatory adherence preventing reoccurrence of customer complaints.
What will I do in this role?
- You will reduce customer complaints and highlight potential risks to the business by identifying Regulatory non-adherence, emerging themes or broken processes through effective and thorough root cause analysis and reporting. You will work with our Agile Squads and our Technology and Data Teams to prioritise, recommend, and track solutions to systemic problems.
- You will understand about additional cost implications, balancing the risks and benefits of their implementation to demonstrate the effectiveness of remedial activities.
- You will present root cause data and findings to management and customer forums to highlight, discuss, and escalate identified issues when required.
- You will provide business areas with insight, guidance and recommendations and ensure our Consumer Duty and all Regulatory responsibilities are complied with.
Qualifications
You are a good fit for the role if you have:
- 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.
- Excellent written and verbal communication skills, with the ability to present findings and recommendations clearly and concisely to diverse audiences.
- A detail-oriented skillset with a focus on accuracy in documenting findings and recommendations.
- Strong interpersonal skills with the ability to work effectively with cross-functional teams and build collaborative relationships
We'll help you gain...
- Change management and project management experience.
- Digital skills on the newly implemented EIS system (a system revolutionising how insurance is done)
- Cost / benefit analysis expertise
Access to full self-development programme and associated tools to aid and enhance skillset. LinkedIn learning, O'Reilly, Pluralsight
Additional Information
Why choose us?
This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special! And to top it off, here are some perks to life at esure...
- A competitive salary that recognises 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.
- 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.
- Join our communities: our networks give you the chance to connect, learn and share with like-minded colleagues across the business – for work and play. So, it's no surprise our people consistently rate ‘making friends at work' one of the highest scorers in our colleague engagement survey
- More flexibility for you: 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.
- Live a healthy lifestyle: we offer lots of support, so you feel like the best version of yourself – like specialist advice through our employee assistance programme, wellbeing classes, access to the My Health Advantage app, our Big Team Challenge, and learning sessions on topics like menopause.
- A helping hand to do your bit for a greener and safer world: driving good in the world couldn't be more important to us. That's why we encourage colleagues to use volunteering days to support their local communities and have lots of initiatives to help you live a greener lifestyle.
- Everyday appreciation: praise from your colleagues means the world! Our social recognition tool makes it easy to give colleagues the praise they deserve, and you could even be shortlisted for a company-wide ACE Award.
We understand some people may not apply for jobs unless they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you're not 100% sure we would love to hear from you.