Complaint Root Cause Consultant - Cheltenham, United Kingdom - Talent Hire Group

Talent Hire Group
Talent Hire Group
Verified Company
Cheltenham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

We are seeking an experienced specialist for this role who has proven experience of a role of this nature across the Financial Services industry.

We require a natural leader, who can demonstrate excellent influencing skills when engaging with stakeholders of varying levels across the business.

The ability to be articulate and have concise communication skills is crucial within this role, along with extensive knowledge of transforming complex data into meaningful insights.


What you'll be doing:


  • Developing and maintaining effective Root Cause Analysis processes and capabilities to demonstrate our commitment to continually improve how they operate as a business.
  • Promoting the importance of Root Cause Analysis, generating buy in from the teams to ensure the data recorded within the Respond complaint database is fit for purpose.
  • Incorporating internal and external data to complete analysis of client complaints, Partner claims and Financial Ombudsman Services decisions.
  • Delivering reports, ensuring production quality and timeliness is paramount.
  • Defining and communicating findings from investigations, working closely with stakeholders across the business to be responsible for changes through to implementation.
  • To ensure our complaints and claim responses drive fair outcomes, in line with 'Consumer Duty'.
  • Identifying improvements and making valuable suggestions which could be made within Client Liaison, considering quality results, Financial Ombudsman decisions and appeals.

Experience/Knowledge:


  • Demonstrable experience of root cause analysis.
  • Experience of communicating findings to evolve processes and implementing valuable change.
  • Validated knowledge of advice related service within the Financial Services industry.
  • Six Sigma qualification (preferred)

Job Types:
Full-time, Permanent


Salary:
£40,000.00-£50,000.00 per year


Benefits:


  • Company events
  • Company pension
  • Gym membership
  • Private medical insurance
  • Work from home

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Bonus scheme

Application question(s):

  • Do you have a proven track record of complaint root cause analysis in a regulated environment?

Licence/Certification:

  • Driving Licence (required)

Work Location:
In person
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