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- Tasks: Lead root cause analysis to improve customer satisfaction and prevent complaints.
- Company: Join esure Group, a leader in transforming the insurance industry.
- Benefits: Competitive salary, bonus scheme, flexible leave, and private medical insurance.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Experience in complaint analysis and strong analytical skills required.
- Other info: Enjoy hybrid working, career growth opportunities, and community volunteering days.
The predicted salary is between 28800 - 43200 £ per year.
Ready to join a team that’s leading the way in reshaping the future of insurance? Here at esure Group, we are on a mission to revolutionise insurance for good! We’ve been providing Home and Motor Insurance since 2000, with over 2 million customers trusting us to keep them covered through our esure and Sheilas’ Wheels brands. With a bold commitment for digital innovation, we’re transforming the way the industry operates and putting customers at the heart of everything we do.
We are looking for a Root Cause Analyst on a 3-6 month fixed term contract. 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.
What’s in it for you?
- Competitive salary that reflects your skills, experience and potential.
- Discretionary bonus scheme that recognises your hard work and contributions to esure’s success.
- 28 days annual leave, plus 8 flexible days and the ability to buy and sell further holiday.
- Our flexible benefits platform is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
- Company funded private medical insurance for qualifying colleagues.
- Fantastic discounts on our insurance products! 50% off for yourself and spouse/partner and 10% off for direct family members.
- We’ll elevate your career with hands-on training, mentoring, access to our exclusive academies, regular career conversations, and expert partner resources.
- Driving good in the world couldn’t be more important to us. Our colleagues can use 2 volunteering days per year to support their local communities.
- Join our internal networks and communities to connect, learn, and share ideas with likeminded colleagues.
- We’re a proud supporter of the ABI’s ‘Make Flexible Work’ campaign and welcome you to ask about the flexibility you need.
- Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
And much more; See a full overview of our benefits here.
Root Cause Analyst in Reigate employer: esure
Contact Detail:
esure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Root Cause Analyst in Reigate
✨Tip Number 1
Network like a pro! Reach out to people in the insurance industry, especially those who work at esure. A friendly chat can open doors and give you insights that might just help you land that Root Cause Analyst role.
✨Tip Number 2
Prepare for your interview by diving deep into root cause analysis methodologies. Brush up on your knowledge of the Financial Conduct Authority’s regulations too. We want to see you shine when discussing how you can improve customer satisfaction!
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've tackled complex data sets in the past. We love seeing candidates who can turn numbers into actionable insights, especially when it comes to reducing complaints.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re all about making the process as smooth as possible for you.
We think you need these skills to ace Root Cause Analyst in Reigate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Root Cause Analyst role. Highlight your experience in complaint root cause analysis and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Analytical Skills: Since this role is all about digging into data and identifying trends, don’t shy away from showcasing your analytical prowess. Include specific examples of how you've used data analysis techniques in past roles to solve problems or improve processes.
Communicate Clearly: Your written communication skills are key for this position. When crafting your application, be clear and concise. Use straightforward language to present your findings and recommendations, just like you would in a professional setting with diverse audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our mission to revolutionise insurance for good!
How to prepare for a job interview at esure
✨Know Your Root Cause Analysis
Make sure you brush up on your root cause analysis methodologies and tools. Be ready to discuss specific examples from your past experience where you've successfully identified underlying issues and implemented solutions. This will show that you not only understand the theory but can apply it in real-world scenarios.
✨Familiarise Yourself with Regulatory Standards
Since this role involves compliance with the Financial Conduct Authority’s standards, it's crucial to have a solid understanding of these regulations. Prepare to discuss how you've navigated regulatory requirements in previous roles and how you can ensure adherence in your new position.
✨Showcase Your Analytical Skills
Be prepared to demonstrate your analytical prowess during the interview. Bring along examples of complex data sets you've worked with, and be ready to explain how you identified trends and patterns. This will highlight your problem-solving skills and your ability to drive improvements in customer satisfaction.
✨Communicate Clearly and Confidently
Excellent communication is key for this role, especially when presenting findings to management. Practice articulating your thoughts clearly and concisely. You might even want to prepare a mock presentation of a past project to showcase your ability to convey complex information effectively.
