Root Cause Reporting + Control Manager
Apply locations: United Kingdom, Blantyre
Posted on: 2 Days Ago
End Date: December 13, 2024 (11 days left to apply)
Location: Aspect House G72 0HT
Salary: circa £62,000 (dependent on experience) + 15% bonus and single health care
Closing Date: Thursday 12th December
Help us create a better future, quicker
Data is key to this role: stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers – to propose prevention strategies to Customer Business.
What you’ll be doing
1. Use data sources across Customer Business – of all types & processes, external and internal sources, and develop new insights from propensity modelling.
2. Provide oversight to the whole Customer Business on complaints performance – highlighting risks to drive business action.
3. Conduct regular root cause analysis to help quickly identify and qualify issues impacting the customer experience.
4. Build a complaints model that recognizes weekly key drivers for complaint volumes.
5. Focus on data from new AI tools and platforms within Customer Business to drive change.
6. Collaborate across the Customer Business by bringing to life analysis on complaints.
7. Anticipate risks to our complaints position and action planning to protect that position.
What you’ll bring
1. Educated to Degree level in a data-related discipline or evidence of data experience.
2. Experience of using data tools (examples: Synapse, Snowflake, Power BI, SQL, Python).
3. Managing people and motivating to meet and exceed performance measures.
4. Excellent knowledge of Customer Business value chain.
5. Experience in a business improvement environment.
6. Excellent communication using data and the ability to influence senior stakeholders.
7. Ability to produce and analyse large volumes of complex data and derive solutions to problems.
8. Knowledge and understanding of the UK Energy Retail Market.
What’s in it for you
* 36 days annual leave
* Holiday Purchase
* Share Schemes
* Payroll Giving and Charity Matched Funding
* Technology Vouchers
* Electric Vehicle Schemes
* Cycle to Work scheme and Public Transport Season Ticket Loans
* Healthcare benefit options
* Life Assurance (4x salary)
* Access to Savesmart financial wellbeing support
* Employee deals on travel insurance and more
Why ScottishPower
ScottishPower is part of the Iberdrola Group, a world leader in wind energy. We’re at the forefront of the journey to Net Zero, investing over £6m every working day. Inclusion, diversity, and social purpose are at the heart of everything we do.
ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities. If you need support, please reach out to careers@scottishpower.com.
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below
December-13-2024
#J-18808-Ljbffr