Business Unit / Team: Chief Operating Office
Salary range: £31,600 - £39,500 per annum DOE + red-hot benefits
Location: Remote
Contract Type: Permanent
Live to inspire change. Live a life more Virgin.
Our Team
Our Complaints function is the voice of our customers and take ownership of complaints that require further investigation. When things don’t quite go right, we’re on hand to turn problems into solutions and issues into positive experiences. Investigation is our forte – we listen closely, think critically and act with empathy to deliver the best possible outcomes to our customers.
Critical to this is enhancing our Root Cause Analysis (RCA) capability to learn, monitor and drive quality to continuously improve complaint performance and good customer outcomes.
As the RCA Analyst you ‘ll support the RCA Manager to ensure effective root cause analysis is being undertaken across the Bank and support front line colleagues to ensure effective root cause analysis of complaints in line with regulatory expectations.
What you’ll be doing
• Support the RCA Manager in the execution of our Root Cause Analysis Framework
• Producing collateral & reports that distil complex data and insights into key points for decision making and discussion at a senior management level
• Working with key business stakeholder monitor the implementation of corrective actions and measure their effectiveness.
• Stay updated on industry trends, emerging risks, and regulatory changes impacting property insurance
• Own the Complaints Forum governance and action tracking responsibilities
We need you to have
• Experience in delivering meaningful performance insight, identifying trends and clearly presenting information in formats suitable for senior stakeholders
• An eye for detail, ensuring the consistency of messaging to stakeholders. An ability to clearly articulate key information and provide a ‘joined-up’ narrative
• A proven analytical ability to effectively problem-solve in a challenging and truly fast-paced environment
• Efficient and organised, with an ability to prioritise competing requirements in real time
• Excellent written communication skills, with an ability to summarise complex information into key reports and briefings for senior stakeholders.
• Customer focused, outcome driven, and supporting an organisational culture that values customers
It’s a bonus if you have but not essential
• Knowledge and experience of working in a regulated complaints environment
Red Hot Rewards
• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more
• Up to five extra paid well-being days per year
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market-leading pension
• Free private medical cover, income protection and life assurance
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness
• Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.
If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.