Root Cause Analyst

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We currently have an excellent opportunity for a Root Cause Analyst to join our Controls Oversight & Service Improvement team working on a hybrid basis with at least 3 days a week onsite in the office.

In this role you will be responsible for carrying out specific root cause analysis activities across all customer operations facing departments and stakeholders who impact on these areas. You will gather customer complaints data, analyse, report and provide recommendations to ensure continuous customer centric improvements. You will also obtain consensus across business units to prioritise improvements, which will reduce risk and increase SCUK’s operational effectiveness.

Responsibilities will include:

• Embracing change, influencing the business to do what’s right for our customers, working towards "getting it right" first time
• Completing root cause analysis of complaints
• Management and development of sustainable solutions
• Developing reports in a simple, friendly and direct manner
• Explaining the information found in the analysis of the data to other groups, including executive teams
• Developing solutions for problems found in our internal systems or processes, including documentation
• Training/Coaching of individuals and team whereby changes are made
• Dealing with or escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Adhering to our commitment to Consumer Duty ensuring we put our Customers’ needs first and set higher and clearer standards of consumer protection

We’re looking for someone who has:

• A strong understanding of the FCA requirements to drive good customer outcomes forward
• Ability to train cross functional groups
• The confidence to communicate, present and influence at all levels
• Ability to handle difficult conversations at all levels, and to make confident decisions
• Ability to manage/adapt in a busy, pressurised and frequently changing environment
• A self-motivated, positive attitude and can work under their own initiative
• The ability to build strong working relationships with a wide range of stakeholders, and ability to manage expectations/mediate between stakeholders with competing priorities
• The ability to develop reports in a simple, friendly and direct manner
• Excellent organisational skills, in order to plan and manage multiple projects
• Excellent verbal, written, and personal communication skills
• Analytical, problem solving & conceptual skills thus can develop methodologies/ processes
• High level of accuracy and attention to detail with the ability to manage complex priorities at pace and multiple initiatives adjusting to shifting priorities
• The ability to think innovatively and to bring new ideas to the table

We have a range of benefits available which include:

• Competitive salary of £33,000-£36.000 (dependent on experience)
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

• The hours of work will be Monday - Friday 9:00 - 5:00, However, flexibility will be required on occasions which may include early starts and or late finishes and some weekends to support business requirements.
• The role will require you to be onsite, full time for the first 2 weeks for initial training

Inclusion:

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.