Location
Aspect House, Blantyre, G72 0HT, United Kingdom

Hours
Full Time

Salary
Circa £65,000 (dependent on experience) + 15% bonus and single health care

About the Role
Help us create a better future, quicker. Data is key to this role: you will work to stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers, you will propose prevention strategies to Customer Business. These strategies may include proactive automation opportunities such as web improvements, Agent front end system enhancements, AI improvements, Training and Development of Agents, and Stakeholder engagement.

You will use data sources across Customer Business – internal and external – to develop new insights from propensity modelling and investigate additional data sources that could enhance complaint reduction activities. You will provide oversight of complaints performance across Customer Business, highlight risks to drive business action, and enable prioritisation of activities.

Regular root cause analysis by your team will help quickly identify and qualify issues impacting customer experience, including root cause automation techniques and reporting on key complaint triggers, supporting forecasting efforts. You will focus on understanding how customers want to interact with us and identify strategies to meet these expectations.

You will build a complaints model that recognises weekly key drivers for complaint volumes, enabling Customer Business to predict the impact of process or volume changes, such as sales increases. You will also leverage data from new AI tools and digital platforms to drive change in contact management and reduce complaints, supporting AI resolution activity and providing insight on opportunities to improve customer experience via Web and App channels.

Collaboration is essential as you bring complaints analysis to life across Customer Business, encouraging the use of complaints insight to support key decisions.

Experience
Proven experience in using data tools such as Synapse, Snowflake, Power BI, SQL, and Python. Experience managing people and motivating teams to meet and exceed performance measures and business objectives. Background in a business improvement environment with excellent communication skills using data and the ability to influence senior stakeholders internally and externally.

About you
You promote a culture of creativity, knowledge sharing, and growth. You have key awareness of the Energy market and the UK/Global economic situation and understand their impact on processes and customers. You are able to produce and analyse large volumes of complex data and derive effective solutions to problems.

Qualifications
Educated to degree level in a data-related discipline or have equivalent evidence of data experience.