Business Unit / Team: Chief Operating Office
Salary range: £52,800 - £66,000 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 Manager you’ll lead a team 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
• Providing detailed reporting of the trends and root causes driving complaints or other identified areas of failure demand to supporting the Bank in meeting its obligations to learn from these findings and make improvements
• Developing and maintaining strong relationships with key business stakeholders across levels to ensure effective delivery of service improvements and good customer outcomes
• Lead a team to drive improvements in colleague and customer experience through in-depth analysis of the root cause activity across the Bank
• Management of agreed outcomes from root cause analysis and customer journey mapping, working in close collaboration with keys stakeholders across the Bank to ensure actions are delivered in a timely fashion
• Responsible for reporting and tracking of root cause analysis activity across the Bank
• The role offers a chance to provide thought leadership and continuously improve governance processes, enhancing your expertise and influence in the field
• You'll interact with and influence senior management stakeholders across the Bank requiring and enhancing your communication skills
We need you to have
• Strong background in people management, particularly leading Analysts and/or Specialists to deliver exceptional outcomes
• Proven ability to influence senior stakeholders and drive adherence to governance processes
• Strong communicator with in-depth experience of stakeholder management
• Demonstrable experience of delivery of significant business value to tight deadlines and with minimal resource
• Experience in analysing data to produce themes and trends
• Experience in creating and presenting reports to senior stakeholders to drive understanding and decision making
It’s a bonus if you have but not essential
• Prior experience in delivery of complaints and root cause analysis in a financial services context
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.
