Root Cause Analyst

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

37.5 hours per week – Monday to Friday – 9:00am to 5:00pm

We are seeking a Root Cause Analyst to join our Complaints team. This role is responsible for detailed root cause data analysis utilising customer and colleague insight and management information (MI) to identify and develop innovative and practical changes and improvements to existing business practices across Affordable Housing. This role reports to the Complaints Root Cause Analysis Manager.

The role of Root Cause Analyst will include:

• Reviewing complaints data, producing and maintaining monthly and ad hoc reports demonstrating the department’s key KPIs
• Successfully implementing changes identified and delivering pre-determined strategic change projects and programmes into the operation
• Demonstrating effective root cause analysis including complaints data and customer feedback
• Working with key stakeholders to drive complaints reduction, increase First Contact Resolution and increase customer experience across all key metrics

Skills and experiences:

• NVQ3 in relevant area e.g. business administration, customer service
• Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations
• Strong problem solving to achieve practical solutions to challenging problems
• Ability to work under pressure and to tight deadlines

Why work for us?

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £39,543 per annum (rising to £41,624 per annum after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you - corporate.recruitment@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.