Job Ref: 213602060

Date: 2021-04-22 16:24:18

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Complaints Analyst

£35,000 per Annum

12 month FTC

Milton Keynes

My prestigious, international client is looking for a complaints and process improvement analyst to carry out root cause analysis on queries and complaints for their business customers. Your role will then be to identify areas of process improvement to increase first time resolution. You will deal directly with the business complainants to fully understand and resolve the issues.

MAIN RESPONSIBILITIES

Develop and support the delivery of a Continuous Service Improvement plan
Address root causes of complaints/dissatisfaction
Identify Automation Opportunities
Improve Handling Times for manual tasks
Collaborate with key areas of the business as part of the complaint responses, such as Legal, H&S etc
Assist with the prioritization of business change through cost/benefit analysis
Provide monthly reporting on complaints, preventative measures and actions being taken to improve our complaints handling process.
Develop new processes where required to embed new services into delivery.
Identify new and creative ways of working more effectively or efficiently within the Operations structure
Identification of delivery issues and risks
Involvement in the planning, development, documentation and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement
Identify own development needs and create a development planCompetencies for the role

Analyse issues
Problem Solving
Self-Motivated
Effective report writing
Communicate effectively
Business acumen
Influence and convince
Achieve sustainable results
Focus on customer
Take risks and innovate

Personal Specification

Skills (i.e. communication / problem solving / autonomy/ analytical / meet deadlines)

Strong, clear communication skills, you may be presenting to the executive board
Understanding Customer Needs
Process Mapping
Able to understand and communicate concepts clearly and succinctly
Able to work in a complex environment with conflicting demands and make clear and consistent decisions
Anticipates issues and is pro-active in dealing with them
Flexible, willing and able to cope with change with the ability to work under pressure
Positive and enthusiastic with a can do attitude
Conscientious, accurate and diligent

Knowledge (experience, qualifications, IT Literacy / packages, commercial awareness)

Understanding of ROI principles
Lean Methodologies/understanding of "Demand" and "Waste" areas.
Process Mapping experience
Good data analysis skills
High level of expertise with Microsoft Office products including Word, Excel, Outlook, PowerPoint, Visio
Able to read technical documentation and provide support across the business to various levels of users, managers, developers, project managersRole advertised: 22nd April 2021

If you feel you have what it takes to be our Customer Service Administrator, please apply today because we'd love to hear from you!

WE WOULD PREFER YOUR CV IN WORD FORMAT

Ascendant Recruitment is one of Milton Keynes and Northampton's leading recruitment companies, with PA/Administration, Customer Service, Human Resources, Finance and Temporary divisions. Ascendant Recruitment operates as an Employment Agency for permanent recruitment and an Employment Business for temporary recruitment. For more information on our current vacancies please visit and like/follow us on Facebook, Twitter and LinkedIn

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