Complaints Centre of Excellence & Insights Specialist

Aviva are currently looking for a Complaints Centre of Excellence & Insights Specialist to join the team on a 12-month fixed term contract!

The Complaints Centre of Excellence & Insights Specialist is responsible for managing and analysing customer complaints to identify trends and insights that drive continuous improvement in customer experience. This role ensures that complaints are handled efficiently and that valuable insights are shared with relevant stakeholders to enhance service delivery.

Key Responsibilities:

• Complaint Handling: Support complaints champions to manage and resolve customer complaints in a timely and effective manner, ensuring compliance with company policies and regulatory requirements.
• Data Analysis: Analyse complaint data to identify trends, root causes, and areas for improvement.
• Insights Generation: Generate actionable insights from complaint data and share them with relevant departments to drive improvements in processes and customer experience.
• Reporting: Prepare and present regular reports on complaint trends, insights, and performance metrics to senior management, Board committees etc.
• Stakeholder Collaboration: Work closely with internal stakeholders, including customer service, operations, and quality assurance teams, to implement improvements based on insights.
• Training and Support: Provide training and support to customer service staff on effective complaint handling and insights generation techniques.

Skills and Experience:

• Proven experience in complaint handling, data analysis, or a related field - Strong analytical and communication skills with a pro-active approach is key.
• Bachelor’s degree in business, Data Analytics, or a related discipline is preferred - Strong problem-solving skills and the ability to work with large datasets and perform complex analyses are needed.
• Knowledge of complaint handling best practices and regulatory requirements.
• Previous experience of managing stakeholders and Able to adapt to changing circumstances.
• Team player who works well with others and can offer support to colleagues on complaint handling and insights generation techniques.

What will you get for this role?

• Competitive market leading salary depending on skills, experience, and qualifications.
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review.
• Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days.
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme.
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact Dylan.Wood@aviva.com