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This Vacancy has closed.

Complaints Root Cause Analyst

  • Employer: Notting Hill Genesis
  • Reference: nhg/TP/20628/1085
  • Published: Mon 13/05/2024, 5:54 AM
  • Closing on: Mon 20/05/2024, 5:54 AM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £40388 - £44876 per annum + 35 hours per week.
  • DBS Check: No
  • Location: Hammersmith, W6

What you'll do

The Complaint Root Cause Analyst will provide valuable insights and recommendations to drive organisational learning and continuous improvement. This is an exciting new role that will be part of our new Complaints Service and will help the business to address underlying issues, learn the lessons, prevent reoccurrence of complaints, and enhance overall customer satisfaction.

We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. For this role, we'd expect you to be in the office or out and about with customers for at least three days a week to ensure we're at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes. 

How you'll do it

You will play a critical role in driving organisational learning and continuous improvement by uncovering the underlying causes of customer complaints and facilitating the implementation of corrective actions. Your ability to conduct thorough investigations, analyse data effectively, and communicate insights clearly will contribute to enhancing customer satisfaction and driving operational excellence across the organisation.

Specific duties will include: 

  • Analyse complaint data to identify patterns, trends, and potential root causes underlying customer dissatisfaction.
  • Collaborate with cross-functional teams, to gather insights and perspectives on complaint issues.
  • Evaluate contributing factors including process deficiencies, communication breakdowns, and customer expectations to determine root causes accurately.
  • Proactively identify opportunities for process improvement based on complaint analysis findings, industry best practices, and benchmarking data.
  • Participate in cross-functional teams and process improvement projects to drive systemic changes and enhance customer satisfaction.
  • Collaborate with operational teams to develop and implement corrective and preventive actions (CAPAs) to address root causes and prevent recurrence of complaints. 

The Ideal Candidate

If you are a data junkie, constantly seeking new ways to harness the power of data to drive continuous improvement and enhance the customer experience - then this role is for you! You should possess a keen analytical mindset and someone who thrives on dissecting and interpreting complex datasets to uncover hidden patterns and insights. You should have a strong background in statistical analysis, coupled with excellent problem-solving skills and a talent for critical thinking. You must have the ability to synthesise complex data into concise, actionable recommendations that address the underlying issues fueling customer dissatisfaction.


  • Previous experience in root cause analysis, quality assurance, or process improvement roles preferred.
  • Proficiency in root cause analysis methodologies and tools, as well as data analysis techniques.
  • Strong analytical skills with the ability to interpret complex data sets, identify patterns, and draw actionable insights.
  • Excellent communication skills, including the ability to present technical information clearly and persuasively to diverse audiences.
  • Detail-oriented with a focus on accuracy and precision in documenting findings and recommendations.


  • Project management skills and experience leading cross-functional initiatives are advantageous.
  • Knowledge of regulatory requirements and standards relevant to complaint management is desirable

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

  • Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
  • Generous pension scheme
  • Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
  • Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
  • Health cash plan
  • Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
  • Interest free loans - season ticket loan, tenancy deposit loan, and training loan
  • Cycle to work scheme.
  • Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

For more information on what we do and what makes us different please visit:


We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 20th May at 23:59

Step 2: Successful candidates will be asked to do an assessment  

Step 3: Successful candidates will be invited to interview  w/c 20th May

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .  

Should a redeployee apply for this role, their application will be considered before any others.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

plication at your earliest opportunity.

  • Employer: Notting Hill Genesis
  • Reference: nhg/TP/20628/1085
  • Published: Mon 13/05/2024, 5:54 AM
  • Closing on: Mon 20/05/2024, 5:54 AM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £40388 - £44876 per annum + 35 hours per week.
  • DBS Check: No
  • Location: Hammersmith, W6

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