Customer Relations MI Specialist - Glasgow

Customer Relations MI Specialist Job Tenure: Full-time, permanentSalary: CompetitiveCompany Description

Here at esure Group, 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

We have an exciting opportunity for a Customer Relations MI Specialist to join our Operations Team. The successful individual will develop and deliver important MI reports and analyses of customer complaints, sharing insights with collaborators, customers, partners, and team members.

Working closely with the team, you’ll ensure regulatory deadlines and operational targets are met while focusing on positive customer outcomes. Your analysis will identify emerging trends and themes, driving improvements across the business.

What will my role entail?

• Collaborate with key business partners to comprehensively analyse, design, develop, and provide the requisite level and frequency of MI reporting.
• Undertake the process of creating, preparing, and delivering precise, concise, and clear reports, analyses, and presentations, in adherence to stringent service level agreements (SLAs). Maintain documentation and audit trails for reporting processes.
• Engage with customers, including senior management, to review reporting and establish actionable improvement strategies.
• Prepare and produce the Financial Conduct Authority Complaint Report biannually and disseminate it to the Association of British Insurers.
• Find opportunities to automate and rationalize management information processes to improve efficiency and minimize errors.
• Conduct in-depth analyses of specific complaints data, including Financial Ombudsman Service outcomes, to derive insights and identify emerging trends as needed.
• Manage and fulfil ad-hoc reporting requests with appropriate prioritization, while providing support and guidance to facilitate the interpretation of management information reports and data.

Qualifications

• Data Analysis Skills: Proficiency in analysing complex data sets to derive actionable insights.
• Reporting Expertise: Experience in creating and presenting management reports, ensuring clarity and accuracy.
• Technical Proficiency: Familiarity with data visualization tools (e.g., Tableau, Power BI) and database management systems (e.g., SQL).
• Partner Engagement: Ability to cooperate with various partners, including senior management, to understand reporting needs.
• Problem-Solving Skills: Strong analytical skills to identify trends and recommend improvements based on data findings.
• Communication Skills: Excellent verbal and written communication skills for effectively conveying complex information.
• Regulatory Knowledge: Understanding of relevant regulations and compliance standards, particularly if working with financial data (e.g., FCA, ABI).
• Attention to Detail: A meticulous approach to ensure data accuracy and report integrity.

Additional Information

Additional information

This is your opportunity to shape 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.
• 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.