Complaints Insight Analyst
This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.
Transatlantic Cost of Living & Purchasing Power Benchmark
Position Overview & Specifications
Are you passionate about making a difference in your customer's experience and service? Do you have excellent excel skills and enjoy using data to identify problems and understand the root cause?
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.
We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.
What does the role involve?
You'll be using data to identify ways we can improve the journey for our customers. You will analyse complaints and claims using root cause analysis tools and support the Customer Care Insight Manager. You will both work together to present your findings with a specific focus on identifying what is driving complaints and claims. This is a hybrid role where you will be expected on site from one to two days a week and a fixed term contract of 13 months.
Some of your key duties will include:
- Incorporating data internally and externally to complete root cause analysis of both customer's complaints, claims and Financial Ombudsman Services decisions
- Measuring 'Consumer Duty', ensuring all customer experiences are effective and our complaints and claim responses drive fair outcomes
- Sharing insight and trend analysis with relevant business areas
- Following up on actions to address any underlying issues
- Sharing key learnings via appropriate forums
What are we looking for?
You're likely to enjoy this role if you're inquisitive and passionate about making a real difference. Most importantly you will be the key to identifying the 'why' aspect of our customer's complaints to drive the most efficient ways in resolving problems to leave a lasting positive impression. You will come with great organisation skills and enjoy working on your own initiative.
Also, we're looking for the followings:
- Strong communication skills, verbal and written
- Excellent Excel skills (creating pivot tables and formulas)
- Experience with BI (OBIEE) or similar (nice to have)
- Attention to detail and timekeeping skills
- Ability to analyse data
What can we offer you?
At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.
In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
- Flexible 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
What's the next step?
Interested? Start your application today and see what Novuna can offer you.
Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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Complaints Insight Analyst • Novuna
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