Complaints Analyst

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We welcome applications from candidates who meet some but not all of the criteria listed below.

ACCA has an excellent opportunity for a Complaints Analyst to join the Operational Assurance & Development Team within Customer Operations. This is a full time, permanent role, based in Glasgow City Centre but with the ability to work from home.

The Complaints Analyst is responsible for reporting, investigating and responding to customer complaints across ACCA.

The Job

On a day-to-day basis, you’ll be involved in the following:

• Objectively reviewing all complaints received to ensure root cause analysis is completed
• Investigating and responding to customer complaints
• Reporting and analysing customer complaints data using Excel
• Delivering an effective resolution to the customer
• Providing feedback to all relevant colleagues and stakeholders to ensure there is no repeat
• Ensuring that appropriate steps have been taken to satisfactorily close the complaint and support Continuous Improvement cycles
• Reporting on areas of customer dissatisfaction and driving subsequent change through feedback on people, policy and process
• Taking a proactive role in being the “voice of the customer”
• Dealing directly with students, members, learning providers, employers and internal stakeholders as well as dealing directly with the CEO and the executive management team of ACCA when a complaint has been addressed directly
• Contributing ideas for use in best practice solutions and continuous improvement projects

The Person

We’re looking for someone who can:

• Utilise previous complaints experience to add value and insight to procedures and processes
• Communicate comfortably with a variety of stakeholders in a clear and compelling manner
• Analyse information and derive valuable solutions and improvements
• Work proactively and effectively in a team environment

Our Benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more! You can also enjoy exclusive access to our discount site and wellbeing centre platform.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

Interested in this role? Please click Apply to submit your application.