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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 36000 - 60000 £ 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.
Root Cause Analyst in Surrey employer: esure
Contact Detail:
esure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Root Cause Analyst in Surrey
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at esure. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for interviews by diving deep into root cause analysis methodologies. Brush up on your data interpretation skills and be ready to discuss how you've tackled similar challenges in the past. Show them you're the perfect fit!
✨Tip Number 3
Don’t just wait for job openings; proactively engage with esure’s online presence. Comment on their posts, share relevant articles, and show your enthusiasm for their mission. It’ll help you stand out when applying through our website.
✨Tip Number 4
Practice your presentation skills! You’ll need to present findings clearly, so rehearse explaining complex data in simple terms. This will not only help in interviews but also in your future role as a Root Cause Analyst.
We think you need these skills to ace Root Cause Analyst in Surrey
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 data and analysis, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data analysis techniques to solve problems or improve processes in your previous roles. We love a good data story!
Communicate Clearly: Your written communication skills are key for this position, so make sure your application is clear and concise. Use straightforward language and structure your thoughts logically. We appreciate clarity as much as we appreciate creativity!
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!
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.
✨Understand Regulatory Requirements
Familiarise yourself with the Financial Conduct Authority’s regulations, especially those related to complaint management. Being able to speak confidently about these requirements during your interview will demonstrate your commitment to compliance and customer satisfaction, which is crucial for this role.
✨Prepare for Data Interpretation Questions
Since the role involves analysing complex data sets, be prepared to answer questions that test your analytical skills. You might be asked to interpret a sample data set or identify trends. Practising with real data examples can help you feel more confident and articulate during the interview.
✨Showcase Your Communication Skills
As you'll need to present findings to diverse audiences, practice explaining your analysis and recommendations clearly and concisely. Consider preparing a brief presentation on a past project where you effectively communicated complex information. This will highlight your ability to engage with different stakeholders.
