About This Role

• Work with Diligenta account teams to support adoption and implementation of compensation related initiatives, supporting achievement of standardisation of best practice methodologies across the accounts.
• Analyse the impact of such initiatives, providing regular meaningful insights to key stakeholders – including completing data analysis, interpreting the data to draw out key trends, and highlighting areas for review/improvement.
• Analyse the reasons for variances in compensation amounts across the accounts.
• Complete sampling of complaints across the various accounts, to establish whether standard operating procedures for compensation have been followed, and to delve deeper into why some complaints / complaint handlers pay higher or lower average compensation than others. 
• Work with the accounts to support improved adherence to standard operating procedures, and support where required with launching initiatives with documentation and communications.
• Create regular updates on compensation initiative adoption and outcomes for senior stakeholders , attending regular meetings to share key findings and updates.
• Identify new areas of opportunity for ensuring consistent and fair customer outcomes, whilst reducing the cost of compensation relating to complaints. 

• Complaint handling experience within Diligenta
• Excellent process/complaint handling knowledge
• Excellent communication & interpersonal skills
• Strong problem-solving skills
• Proficient in data analysis
• Strong Excel and PowerPoint proficiency
• Stakeholder collaboration

Hiring manager Steven Bailey Email Address steven.bailey@diligenta.co.uk

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