Customer Insight Analyst

ROLE PURPOSE:You will be responsible for ensuring that the quality function achieves 100% of the monthly allocation target, ensuring each Customer Representative has the correct number of monitors. Ensuring a fair and consistent split is achieved across all products, journeys and frameworks. Provide and utilise MI and analysis tools to establish performance trends, root cause and insights to drive and deliver performance. Support the leadership team with putting action plans in place to address any issues and gaps in a timely manner. Identify, report and manage risks to the Quality Assessors leadership team, ensuring all issues are escalated in a timely manner.ACCOUNTABILITIES:

• To support the allocation process, ensuring it is being effectively delivered by completing the following:
• Allocating work to Quality Assessors and responding to department changes and needs such as reallocating work and directing Quality Assessors to move on to second calls by framework as well as issuing Quality Assessors targets
• Providing Quality Assessors with useful tools to complete their monitoring, including transactions reports, providing trackers and methods of working utilising the systems and programs available. Including identifying and feeding back potential deficit to Quality Assessors Output/efficiencies
• Deductions - collating and updating information regarding deductions
• Identifying key issues with productivity and implementing solutions to address these
• To complete quality monitoring as and when required
• To understand what other improvements can be made such as a deeper dive into the High-Risk Audit and Spot checks.
• Ensure that you (and any direct reports) are meeting customers' fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
• Ensure that self and direct reports if in place achieve and demonstrate levels of competence required to fulfil job requirements.

This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time. The Company reserves the right to alter this job description and will do so after consultation with the job holder.SKILLS KNOWLEDGE & EXPERIENCE:Essential

• Good communication and interpersonal skills. Ability to articulate, concise and accurate communications both verbally and in writing.
• Good knowledge of business systems such as Guidewire suite (policy centre, billing centre & claims centre), Respond, BPA.
• Able to build a network of contacts within the organisation to facilitate reviews.
• Good analytical and problem-solving skills.
• Knowledge of FCA quality regulations both technical and 'in spirit'.
• Understanding of applicable ICOBS regulation.
• MS Office, particularly Excel skills.

Desirable

• Able to identify data requirements for reviews and conduct effective analysis
• Experience of working with data to draw conclusions and suggest areas of improvement
• Knowledge of conduct/risk management frameworks and processes
• Power BI experience

BENEFITS FOR YOU:

• Real opportunity to make a difference, to grow and develop in your careerwith us
• Highly competitive basic salary which we will share with you uponshortlisting
• Up to 5% bonus earning potential
• 25 days holiday
• A great pension scheme
• Flexible benefits to buy or sell holiday
• Discounted Hastings Direct products
• Structured development and reward scheme
• Pension match (1:1) up to 10%
• Life insurance (4 x base salary)
• Well-being programme: Colleague Assistance Programme, Thrive mentalhealth app, access to virtual GP, Nudge money management tool

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.