At a Glance
- Tasks: Analyse complaints, identify root causes, and drive improvements for better customer experiences.
- Company: Join Notting Hill Genesis, a forward-thinking organisation focused on continuous improvement.
- Benefits: Enjoy flexible working, generous leave, discounts, and professional development opportunities.
- Other info: Be part of a diverse team committed to innovation and shared learning.
- Why this job: Make a real impact by transforming customer feedback into actionable insights.
- Qualifications: Experience in root cause analysis and strong analytical skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
As the Complaints Root Cause Analyst, you will play a critical role in driving organisational learning and continuous improvement across Notting Hill Genesis. Working within the Complaints Service, you’ll analyse complaint trends, identify underlying root causes, and provide valuable insights that help improve services and customer satisfaction. You’ll act as the learning voice of the complaints service, ensuring customer experiences are translated into meaningful business improvements. Through detailed analysis, collaboration with stakeholders, and clear storytelling, you’ll influence positive change and help prevent recurring complaints across the organisation.
How you’ll do it:
- Act as the learning voice of the complaints service, advocating for customers and highlighting critical complaint learning to senior leaders and stakeholders.
- Review complaint cases from initial service recovery through to Housing Ombudsman Service (HOS) cases to identify trends, recurring themes, and root causes.
- Present high-impact complaint learning and evidence-based insights to business areas to support organisational learning and service improvement.
- Collaborate with cross-functional teams to gather insights and understand contributing factors behind customer dissatisfaction.
- Analyse process deficiencies, communication breakdowns, operational challenges, and customer expectations to accurately determine root causes.
- Proactively identify opportunities for process improvement based on complaint findings, benchmarking, and industry best practice.
- Support the implementation of corrective and preventative actions (CAPAs) to address root causes and reduce recurring complaints.
- Monitor the effectiveness of improvement actions through follow-up assessments, metrics tracking, and regular reviews.
- Champion a culture of continuous improvement, innovation, and shared learning across the organisation.
- Participate in cross-functional improvement projects that enhance customer satisfaction and service delivery.
- Ensure compliance with all relevant NHG policies, statutory requirements, health and safety standards, and financial regulations.
- Work flexibly within NHG’s hybrid working arrangements, attending the office at least two days per week.
The ideal candidate:
- Proven experience in root cause analysis, quality assurance, complaints analysis, or process improvement.
- Strong understanding of root cause analysis methodologies and tools.
- Experience influencing stakeholders and confidently challenging the status quo to drive improvement.
- Ability to communicate complex findings clearly and present difficult messages professionally to senior audiences.
- Strong analytical and problem-solving skills with the ability to interpret data, trends, and customer insight.
- Experience working collaboratively across teams to implement change and continuous improvement initiatives.
- Intermediate IT and systems skills, including Microsoft Office applications.
- Knowledge of complaint management frameworks and regulatory requirements is desirable.
- Project management or cross-functional improvement experience would be advantageous.
What’s in it for you?
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply).
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply).
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan.
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan.
- Cycle to work scheme.
- Life Assurance x 4 annual salary.
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion and a Disability Confident employer among other diversity commitments.
Complaints Root Cause Analyst employer: Notting Hill Genesis
Notting Hill Genesis is an exceptional employer that prioritises employee growth and development, offering a wealth of learning opportunities to help you reach your full potential. With a strong commitment to fostering a culture of continuous improvement and innovation, you'll be part of a collaborative team dedicated to enhancing customer experiences and driving meaningful change. Located in a vibrant area, the company provides flexible working arrangements, generous benefits, and a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Root Cause Analyst
✨Tip Number 1
Get to know the company inside out! Research Notting Hill Genesis, their values, and recent projects. This way, when you chat with them, you can show off your knowledge and passion for improving customer experiences.
✨Tip Number 2
Practice your storytelling skills! As a Complaints Root Cause Analyst, you'll need to present complex findings clearly. Try explaining your past experiences or case studies to friends or family to get comfortable with it.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Notting Hill Genesis.
We think you need these skills to ace Complaints Root Cause Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in root cause analysis and complaints management. We want to see how your skills align with the role, so don’t hold back on showcasing relevant examples!
Showcase Your Analytical Skills:As a Complaints Root Cause Analyst, your ability to analyse data and trends is key. Use your application to demonstrate your analytical prowess—mention specific tools or methodologies you’ve used in the past to drive improvements.
Communicate Clearly:We love clear and concise communication! When writing your application, ensure that you present your ideas logically and professionally. Remember, you’ll need to convey complex findings to senior leaders, so practice that storytelling in your application.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Notting Hill Genesis
✨Know Your Complaints Inside Out
Before the interview, dive deep into common complaint trends and root causes relevant to the organisation. Familiarise yourself with their complaints management framework and think about how you can apply your analytical skills to improve customer satisfaction.
✨Showcase Your Storytelling Skills
Prepare to present your findings in a clear and engaging way. Think of examples where you've turned complex data into actionable insights. This will demonstrate your ability to communicate effectively with stakeholders and influence positive change.
✨Collaborate Like a Pro
Highlight your experience working with cross-functional teams. Be ready to discuss how you've gathered insights from various departments to tackle customer dissatisfaction. This shows that you understand the importance of collaboration in driving systemic improvement.
✨Be Ready for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview. Prepare to discuss how you would approach identifying root causes and implementing corrective actions. This will showcase your analytical mindset and problem-solving abilities, which are crucial for the role.
