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Are you curious with a passion for data and a desire to make things better for our customers after they’ve gone wrong?
If so, then this role could be for you as you’ll be able to use that curiosity and passion to drive improvements and decision making to make sure our customers are getting the best possible service.
About the role
As a Root Cause Analyst, you’ll find yourself in a role where you can see and feel the difference you make. In this position, you’ll be analysing the Society’s complaint data and provide key insight to the rest of the business as to the root cause of complaints to drive action to reduce the causes of complaints.
You’ll be working closely with stakeholders across the business through business partnering to influence their commitment to required actions to reduce the causes of complaints and track them through to completion. You’ll also collaborate with outsourced suppliers to ensure complaint root cause is being carried out in line with YBS supplier standards.
You’ll provide insight for weekly/monthly and half yearly performance of complaints against key risk metrics and present these to key risk committees in the business. You’ll also support with the accurate submission of our bi-annual FCA complaint submission.
Leading and managing key complaints metrics, you’ll provide oversight to key stakeholders and forecast and track incoming complaints and reductions.
All of this will be underpinned by your knowledge of complaints, data and insight policy and regulation relating to customer complaints, and your passion for having the customer at the heart of everything we do. And importantly you’ll help ensure we remain compliant with our obligations now and in the future.
About you
This is a role that will benefit someone who is proactive and enjoys managing a dynamic workload as every day can be different. You’ll be curious and enjoy working with others to drive improvement and have the customer at the forefront of everything you do.
From a technical perspective you’ll need excellent analytical skill and need to be proficient in excel. Ideally this’ll be coupled with experience of complaints management.
You may be familiar with financial services, but don’t be dissuaded from applying if not; an appreciation of customer service within any regulated industry is valuable experience we’d like to learn more about.
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
* Holiday: You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
* Bonus: At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
* Pension: We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
* Healthcare: Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
* My Benefits: When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Want more information?
If you have any questions about this role, please contact Rachel Ellis on [emailprotected]
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