RAC have an exciting opportunity for a Senior Customer Care Analyst to work within our Customer Experience Team on a 6-Month Fixed Term Contract.
As a Senior Customer Care Analyst, you will analyse and report on both regulatory adherence and member experience being delivered across all channels. Through accurate data management and reporting, you will provide objective and integrity driven insight.
Using your skills in Power BI and knowledge of Root Cause Analysis, you will be able to identify key issues and carry out detailed investigations of potential or realised risks to the business.
This is a hybrid role, working two days a week from either our Bescot or Bradley Stoke offices and three days working from home.
What You’ll Do…
- Utilise and drive improvements in management information to monitor performance.
- Work with the Training & Quality Manager to highlight areas of focus through gap analysis.
- Produce agreed insight reports that convey key issues via appropriate metrics.
- Work closely with the Root Cause Manager, providing insight and recommendations on improvements.
- Ensure products are sold in a compliant manner using agreed parameters.
- Ensure errors by individuals are highlighted using the feedback processes.
- Identify and share any compliance risks or poor member experiences with the Quality Assurance management team.
- Ensure all compliance and finance reporting is maintained and delivered on time.
What You’ll Need...
To be considered for this role you will have
- Advanced analytical skills including but not limited to Excel, SQL and Microsoft Power platforms.
- Experience of working in a regulated analytical environment.
- Excellent and demonstrable analytical ability with a high level of attention to detail.
- Good level of commercial awareness.
- Ability to communicate effectively with all levels of stakeholders and colleagues.
- Highly literate with an excellent eye for quality across multiple disciplines.
In return, we offer…
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
- FREE RAC Ultimate Complete Breakdown Service from Day One.
- 25 days annual leave entitlement plus bank holidays.
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
- 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
- Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
- Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
- Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
- Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
- FREE onsite parking
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.