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5 months ago
Salary: competitive
Location: Milton Keynes
Job type: Permanent
Category: Analysis Jobs
Complaints Root Cause Analyst - Mortgages – Milton Keynes

Job Title:

Complaints Root Cause Analyst - Mortgages – Milton Keynes


South East England

Date Closes:


Ref Number:


Grow with a company that puts customers first

We are currently recruiting for a Complaints Root Cause Analyst within our Mortgages team in Milton Keynes.

The successful candidate will be conducting root-cause analysis on complaints which is aimed at reducing the number of complaints the bank receives as well as working to improve the customer/colleague journey.

We’re passionate about helping people and businesses prosper and we strive to be simple, personal and fair in everything we do. That’s why we’ve built a culture of respect, where everyone is empowered to keep their promises and go above-and-beyond for our customers, colleagues and the communities we serve.

As a Complaints Root Cause Analyst your main responsibilities will be:

* Ensure root cause analysis is performed on the agreed sample to a high level of accuracy in order to identify all the correct issues / root causes. This is to mitigate the risk of incorrect information being reported to the business

* Ensure RCA documents (incl. excel documents, draft packs etc.) are stored in accordance with agreed best practice (i.e. – local drives / shared folders) and are clearly titled, version controlled and deleted when no longer required

* Responsible for ensuring you have a good understanding Mortgages

* Participate in the continuous development of the RCA capabilities and value the team add by identifying where there may be opportunities for improvement and proactively share your ideas and recommendations

* Make experiences better for our customers by truly listening and understanding the pain-points and barriers they are confronted with, accurately recording these on customer journeys.

* Share and validate all findings with the necessary stakeholders prior to taking forward in the RCA pack

Minimum skills and experience required:

* Detailed mortgage knowledge is essential for this role

* A good understanding of the RCA topic and the ability to consider audience, where the request has come from , any technical knowledge required, ingoing initiatives/projects which may link in to make improvement suggestions accordingly

* The ability to work well as an individual and as part of a team

* Good communication skills and the ability to communicate throughout the team when working on analysis, taking a proactive approach to helping ensure all parties involved are working in an joined up and efficient way

* The confidence to speak up and challenge constructively when a process, policy or system restriction does not provide the customer with a good experience, suggesting alternatives and/or improvements that can be made

Salary is competitive

For your commitment and success, Santander offers a competitive basic salary with a distinct career development opportunity. In addition to your salary and bonus, we offer you a benefits package that’s flexible and allows you to be in control, as well as all the policies, tools and guidance to support you.

Other Santander benefits include:

* Pension with generous contributions from Santander

* 27 days’ holiday plus bank holidays, with the option to purchase up to 5 contractual days per year

* Voluntary healthcare benefits at discounted rates such as Private medical insurance, Dental insurance, Healthcare Cash Plan and Health assessments

* 24/7 access to an online employee discount platform. Save money on everything from groceries, electronics, fashion, holidays and much more

* Benefits supporting you and your family, such as Childcare vouchers, voluntary Life assurance and Critical illness cover

* Option to a Company car if you drive more than 8,000 business miles per year

* Access to an All Employee car scheme

* Excellent employee recognition schemes - be recognised for demonstrating great behaviours

* Share in Santander’s success by investing in our Sharesave and Partnership shares plans

* Support your favourite causes through charitable giving and our community partnerships


Milton Keynes

Milton Keynes

You’ll be based in one of our biggest offices in the UK, right in the heart of Milton Keynes, home to a range of key functions including Marketing, Finance and Risk and conveniently located only a short walking distance from Milton Keynes Central rail station and Shopping Centre. Offering an onsite gym, restaurant, coffee shop and banking facilities, the atmosphere is a vibrant one with plenty of opportunities to socialise and get involved in local community and charity work.

Why Santander?

We’ll give you more than a job, we’ll give you a purpose – to help people and businesses prosper.

Our aim is to be the best bank for our people, customers, shareholders and communities and we’re making it happen by focusing on the behaviours that bring everyone together. By bringing passion, talking straight, embracing change, showing respect, speaking up, keeping promises, giving support, truly listening and actively collaborating, we believe we can really make a difference.

We’ve created an environment where we always put people first, that’s why we offer flexible work options to help you do your job in a way that suits you. Whatever your unique ambitions, you’ll have plenty of room to grow, with tailored training and development opportunities and a wide range of benefits designed to suit your lifestyle. What’s more, we’ll also support you in making a difference through our volunteering and fundraising schemes. Our commitment to our people hasn’t gone unnoticed and we’ve been listed as one of Britain’s Top Employers by the Top Employers Institute since 2012.

Time to apply

If this sounds like a role you’re interested in then please apply on the link below.

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