Root Cause Analyst

Salary: £35,000 - £39,000 depending on experience plus up to 6% discretionary bonus

Working Location: Milton Keynes, Hybrid once fully trained

Employment Type: Permanent

*This role is subject to additional IDD checks*  

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Generous pension scheme, with an employer contribution of up to 10.5%
• Life Assurance (x4 salary)
• Subsidised private medical insurance
• Cycle to Work scheme
• Employee discounts platform, including gym discounts
• 24/7 employee assistance programme supporting your mental wellbeing
• 2 days volunteer leave
• Equalised maternity, paternity, adoption leave and pay for all new parents
• Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions

What you’ll be doing

• Carry out deep-dive thematic root cause analysis of complaints data to help reduce complaints and provide recommendations for improvements to drive good consumer outcomes.
• Carry out analytical consumer end-to-end journey reviews (‘Outcomes Testing’) in line with FCA Consumer Duty requirements to help support and provide relevant business areas with greater insight around good consumer outcomes. 
• Support the Consumer Affairs Team in maintaining accurate recording of complaint cause data.
• Create analytical reports identifying trends and key findings tailored to relevant stakeholders, providing recommended solutions and actions for improvement.
• Establish and maintain relationships with key stakeholders to foster successful root cause analysis and the delivery of agreed actions to ensure effective and positive change.

The ideal candidate will have

• An attention to detail with high levels of accuracy
• Excellent communication and report writing skills, with an ability to effectively engage with senior stakeholders
• Highly organised and able to work both collaboratively and on own projects to set deadlines, with minimal supervision
• Can adapt easily to change
• Ability to foster a positive culture of continuous improvement that prioritises good consumer outcomes.

Why you should join us

At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.

We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working. We need passionate, talented and driven people to join us on this journey.

We encourage our colleagues to work flexibly. We don’t promise we can offer you exactly what you want, but we are always happy to talk flexible working.

Your future with us

We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us. We’ll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships.

Our inclusive culture

We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.

If you need any adjustments or additional support with your application, please let us know at Recruitment@nhbc.co.uk