At a Glance
- Tasks: Analyse customer complaints and data to drive meaningful change.
- Company: Join Novuna Consumer Finance, a leader in flexible finance solutions.
- Benefits: Enjoy hybrid working, 25 days holiday, and a comprehensive wellbeing package.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experiences while developing your analytical skills.
- Qualifications: Experience in root cause analysis and strong Excel skills required.
The predicted salary is between 40000 - 50000 £ per year.
Do you love digging into data to uncover what's really going on? Does solving problems and improving customer experiences give you a buzz? If Excel, analysis, and meaningful change are your thing — we'd love to hear from you.
Please note this role is Leeds based and will require attendance on site 1-2 days per week.
Who we are.
From interest-free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.
What you'll do.
- You'll dive into customer complaints, claims and key data to uncover what's really going on.
- Working closely with the Customer Care Operations & Insight Manager, you'll use your root cause analysis to spot meaningful trends and help the business understand how external factors or our own processes shape customer experiences.
- You'll team up with colleagues across the business to turn your findings into real change, supporting the full root cause journey and helping us make things better for both our staff and our customers.
- You'll also spend one day a week working from our Leeds office.
- You’ll also measure 'Consumer Duty', to ensure all customer experiences are effective.
- Manage and follow up on actions to address any underlying issues.
- Present your findings in key business meetings, sharing what you've learned and driving the actions needed to move things forward.
What you'll bring.
- You'll bring root cause analysis experience and a natural curiosity to dig into the 'why' behind customer contacts.
- You'll be driven to make a real difference, with strong organisational skills and the confidence to work on your own initiative to hit deadlines.
- You'll enjoy building great relationships and sharing what you find, using your influence to help teams take action and create positive change.
- Additionally, knowledge of Section 75 of the Consumer Credit Act (CCA) would be advantageous.
You'll be a great fit if you:
- Are a confident communicator, both verbally and in writing.
- Have strong Excel skills (Power BI experience would be a bonus).
- Can analyse data in line with root cause requirements.
- Have excellent attention to detail.
What can we offer you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our offer to you includes:
- An excellent bonus scheme.
- Hybrid working.
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days.
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year.
Being yourself.
At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Customer Complaints Root Cause Analyst in Leeds employer: Novuna
Novuna is an exceptional employer that prioritises employee wellbeing and professional growth, making it an ideal place for those looking to thrive in the automotive finance sector. With a flexible benefits package, including a company car or cash alternative, and a strong focus on relationship building within a supportive team environment, employees are empowered to excel in their roles while contributing to meaningful business growth. The company's commitment to fostering a positive work culture ensures that every team member feels valued and motivated to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Root Cause Analyst in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novuna. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Novuna before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Root Cause Analyst in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Novuna:Your cover letter is your chance to shine! Tell us why you want to work at Novuna specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Novuna!
How to prepare for a job interview at Novuna
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
