Complaints RCA Lead

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

The RCA Lead is responsible for overseeing the day-to-day analysis undertaken by the RCA team on their account. This role provides critical insights into the root causes of complaints and supports the business in implementing tangible actions to prevent similar negative customer experiences in the future. The RCA Lead acts as a key liaison between the Complaint Utility and the Account team, ensuring data-driven decisions improve customer outcomes and business processes.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection

What you'll be doing:

• Acting as the primary conduit between Diligenta Complaint Utility and the Account team, providing regular updates via the various Governance sessions.
• Leading the RCA team in its day-to-day activities, including management of the team, effective liaison and feedback with business areas on planned activities and the results from root cause activity
• Ensuring that timelines are adhered to against the priorities within a sprint cycle and executing against the activity plan.
• Undertaking analysis of data from multiple sources to identify those issues that give rise to poor customer outcomes and provide comprehensive internal/external reporting to support the prioritisation and prevention of similar issues.
• Providing regular written updates for the RCA Principal to present via the various Governance sessions. This includes customer experience sessions with each account as well as contributing to monthly Governance sessions.

What we're looking for:

• Previous people management experience
• Experience of working with and within complex progra and projects in the Finance, Banking or other regulated industry environment.
• A Strong communicator with the ability to communicate Up to and including Head-of level within the organisation, using different mediums and channels when appropriate.
• Experience of working in a matrixed organisational structure on multiple project types and business areas.
• Experience in complaints, RCA, or business analysis
• Proficiency in PowerPoint and Excel
• Desirable: Advanced data analytics skills and Power BI experience

If you need any help or adjustments during the recruitment process, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!