United Kingdom Corridor 🛡️ UK Work Eligibility 🏢 Company - Private

Complaints Insight Analyst

Salary Range

£26,000 - £26,000

£2,167 - £2,167 / mo

Verified Corporate Employer (UK Employment Corridor)

This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.

Transatlantic Cost of Living & Purchasing Power Benchmark

Verified Analytics

Location Base

Leeds, England

Tier-1 UK Economic Zone

Est. Take-Home Pay

68% - 74% (After PAYE & NI)

Single tax filer baseline

Transatlantic Parity

1.0 GBP ≈ $1.28 USD Living Standard

Direct corporate benchmark

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Position Overview & Specifications

Are you passionate about making a difference in your customer's experience and service? Do you have excellent excel skills and enjoy using data to identify problems and understand the root cause?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands. Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.

We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.

What does the role involve?

You'll be using data to identify ways we can improve the journey for our customers. You will analyse complaints and claims using root cause analysis tools and support the Customer Care Insight Manager. You will both work together to present your findings with a specific focus on identifying what is driving complaints and claims. This is a hybrid role where you will be expected on site from one to two days a week and a fixed term contract of 13 months.

Some of your key duties will include:

Incorporating data internally and externally to complete root cause analysis of both customer's complaints, claims and Financial Ombudsman Services decisions
Measuring 'Consumer Duty', ensuring all customer experiences are effective and our complaints and claim responses drive fair outcomes
Sharing insight and trend analysis with relevant business areas
Following up on actions to address any underlying issues
Sharing key learnings via appropriate forums

What are we looking for?

You're likely to enjoy this role if you're inquisitive and passionate about making a real difference. Most importantly you will be the key to identifying the 'why' aspect of our customer's complaints to drive the most efficient ways in resolving problems to leave a lasting positive impression. You will come with great organisation skills and enjoy working on your own initiative.

Also, we're looking for the followings:

Strong communication skills, verbal and written
Excellent Excel skills (creating pivot tables and formulas)
Experience with BI (OBIEE) or similar (nice to have)
Attention to detail and timekeeping skills
Ability to analyse data

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

Flexible hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.