Customer Relations Complaints Analyst

Customer Relations Complaints Analyst

Location: Manchester (M1) , Manchester View map Salary: From 18,160 to 23,000 per annum Date posted: 17/06/2012 18:02 Job type:Contract Company: Bupa BHW Contact: Sarah W Ref: Totaljobs/002835 Job ID: 53809534

You'll be collating, manipulating and analysing information relating to complaints received for Bupa Health and Wellbeing, with the aim of identifying trends and helping to formulate solutions, to improve the service we deliver to our customers. You'll have very strong IT skillsand the ability to analyse datatogether withstrong communication skills and the ability to build strong working relationships. Stakeholder management will be a key part of this role as you'll be working closely with other departments to look into processes and develop solutions.

Key Responsibilities

Collating data around complaintsfrom various sources to produce MI and reports, which you'll discuss and present to Managers and the Executive team Analysing key trends and translating the data into potential solutions, which you'll take forward to key stakeholders Undertaking root cause analysis and providing feedback to other business areas Working with Compliance and the Legal team to produce and analyse data to support and defend the business decision with FSA and Ombudsman guidelines Proactively reviewing and improving existing work practices Ensuring that strong lines of communication are maintainedacross Sales Operations and external customers Demonstrating due regard to the interests of our customers and treating them fairly

Specific Skills

Experience of producing MI and manipulating and analysing data is essential Strong IT skills with knowledge of Cognos, Swift and Excel and Microsoft packages Stakeholder management experience is essential Strong communication skills with good diplomacy and the ability to work cross functionally Strong accuracy skills and the ability to work to defined timescales and deadlines

Bupa is one of the UKs leading healthcare companies, and Health and Wellbeing UK makes up a key part of our business. We dont just provide a wide range of health insurance and protection products to our customers. Were here when they need us most; giving them the information they need to get through difficult times. Weve a variety of roles, many of which dont need medical experience. Our environments warm and welcoming, our facilities first class and every individual is here to make a difference. Roles are always rewarding. And youll be rewarded too, with excellent benefits and career opportunities. Think youd fit in?

Why Work For Us?

We'll look after you with our contributory pension scheme, bonus scheme and annual salary review We'll help you balance your life with 25 days holiday each year (pro rata for part time employees) We'll keep you in shape with private medical insurance, free Bupa health screens and our free on-site gym. We'll give you regular training to support you in our friendly and caring environment.We have no shareholders, so any profit we make is re-invested to improve healthcare for our customers in better health and care services

Think you could care about our customers? Then well care about you.

Our core values:

Accountable Caring Respectful Ethical Enabling - Dedicated