Root Cause Analyst

☞ Lowell Group

View: 160

Update day: 07-10-2024

Location: Essen North Rhine-Westphalia

Category: Consulting / Customer Service

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Job content

Summary

Overdales is an industry-leading law firm and one of the largest providers of specialist debt Litigation services in the UK. We strive to provide the most efficient and cost-effective litigation capability in the industry. We provide our services to a variety of corporate clients operating in the financial services, utilities, telecommunications, and other sectors across the U.K.

We are a proud member of the Lowell Group of companies, one of the largest Credit Management organisations in Europe, whose ethical and principled approach to the treatment of customers also makes us one of the most trusted and respected.

So that’s us, now let’s talk about your role..

Job Description

Role: Root Cause Analyst

Location: We’re based in Leeds, but we work flexibly.


As Root Cause Analyst you’ll be a key member of our Operations team conducting deep dive analysis to identify key themes and trends.

You’ll also support on-going Continuous Improvement initiatives and drive opportunities for root cause implementation and improvements throughout the business. As part of your role you’ll:

  • Undertake root cause analysis on customer complaints, Quality outcomes, and business wide processes

  • Identifying the root cause of issues and connect causes to the customer journey, customer feedback, quality assurance, and internal MI

  • Support discussions with stakeholders and process owners about the issues identified, and form action plans to drive improvement.

  • Provide regular MI and reporting to evidence the trends and themes identified and actions taken

  • Be Responsible for the recording, tracking, and monitoring of recommendations and actions through to closure.

  • Work closely with key stakeholders to identify Continuous Improvement opportunities

  • Provide ad-hoc analysis and insight for complaints and matters reported to the Compliance team

  • Support client audits and due diligence events for root cause analysis processes

  • Support the on-going development of root cause analysis methodology and processes.

The successful candidate will have:

  • Proven experience in root cause analysis either as a primary role or as part of another role.

  • Experience of working in a legal or financial regulated environment

  • Previous case management system experience is essential

  • Effective communication and stakeholder management skills

  • A keen eye for detail.

An exciting career is much more than just a salary. We also understand that everyone, regardless of culture, gender identity, religion, ethnicity, age, neuro diversity, or disability status, can contribute to our goal to make credit work better for all. Our strength is in our people so in addition to a great culture you’ll also get:

  • A competitive salary

  • An annual bonus for a job well done

  • Life assurance, Private Medical Assurance & Group income protection

  • 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.

  • 28 days holiday, plus bank holidays, with the option to purchase more

  • A phenomenal culture with more little perks along the way including flexible working, family leave and recognition awards.

  • Mental health support, including THRIVE sessions, trained support officers, and occasional webinars and classes geared towards mindfulness.


At Lowell, #Togetherwgofurther. So we make sure that once you get here, you’ll still be going places so if this is the role for you, Apply today.

#LI-Hybrid

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Deadline: 21-11-2024

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