Complaints Root Cause Analyst

The Complaints Root Cause Analyst will provide valuable insights and recommendations to drive organisational learning and continuous improvement. This role will be part of the Complaints Service and will help the business to address underlying issues, learn the lessons, prevent recurrence of complaints, and enhance overall customer satisfaction for our residents. How you'll do it

• Analyse complaint data to identify patterns, trends, and potential root causes underlying customer dissatisfaction.
• Collaborate with cross-functional teams, to gather insights and perspectives on complaint issues.
• Evaluate contributing factors including process deficiencies, communication breakdowns, and customer expectations to determine root causes accurately.
• Proactively identify opportunities for process improvement based on complaint analysis findings, industry best practices, and benchmarking data.
• Champion a culture of continuous improvement by advocating for the adoption of innovative solutions and the sharing of knowledge and complaint insights across the organisation.
  
  We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification. Essential:
• Previous experience in root cause analysis, quality assurance, or process improvement roles preferred.
• Proficiency in root cause analysis methodologies and tools, as well as data analysis techniques.
• Strong analytical skills with the ability to interpret complex data sets, identify patterns, and draw actionable insights.
• Excellent communication skills, including the ability to present technical information clearly and persuasively to diverse audiences.
• Detail-oriented with a focus on accuracy and precision in documenting findings and recommendations.
• Project management skills and experience leading cross-functional initiatives are advantageous.
Desirable
• Knowledge of regulatory requirements and standards relevant to complaint management
  
  Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
  
  Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• 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