Root Cause Reporting + Control Manager

Job Description

Data is key to this role: stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers - to propose prevention strategies to Customer Business.

These prevention strategies can range from proactive automation opportunities - including the web, Agent front end system improvements, AI improvements, Training and Development of Agents, Stakeholder improvements to name a few.

What you'll be doing

Using data sources across Customer Business - of all types & processes, external and internal sources, you'll develop new insights from propensity modelling. Also be able to investigate additional data sources and variants that could bring further understanding for complaint reduction activity (system alerts for example). Providing oversight to whole of Customer Business on complaints performance - highlighting risks to drive business action and enabling prioritisation of business activities.

Regular root cause analysis by the team to help quickly identify and qualify any issues impacting the customer experience - this includes root cause automation techniques and delivering reporting on key triggers for complaints - this will also involve supporting forecasting. Focus also on the customer - how do our customers want to interact with us: how are we meeting these expectations - identify strategies for different needs.

Build a complaints model that recognises on a weekly basis the key drivers for complaint volumes - not same as root cause but triggers which impact the pattern of what is raised when. Enable Customer Business to use this model to predict impact of changes to processes / volumes such as when Sales increase Gains.

Focus on the data from new AI tools and platforms within Customer Business to drive change to how we manage contacts and drive down complaints - you will drive insight into key complaint risks and support AI resolution activity. Also use Digital data to provide insight on opportunity from or for the Web / App to improve customer experience.

Collaborate across the Customer Business by bringing to life analysis on complaints - encourage the use of complaints insight to support key decisions made throughout.

What you'll bring

Educated to Degree level in a data related discipline or evidence of data experience. You'll be experienced in using data tools (examples, Synapse, Snowflake, Power BI, SQL, Python)

Managing people and motivating to meet and exceed performance measures and business objectives. Promoting a culture of creativity, knowledge sharing and growth. Have key awareness of the Energy market and the UK / Global economic situation and the impact this may have on both our processes and our customers.

Experienced in a business improvement environment, have excellent communication using data and the ability to influence senior stakeholders: internal and external. Ability to produce and analyse large volumes of complex data and derive solutions to problems.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.