Job reference RA3638 - Grade E/Universal

Job summary

ReAssure, part of Phoenix Group are looking to recruit an Analyst to join us within our voice of the customer team within the Customer Services function. The position will be based in Hitchin, Norwich or Telford on a permanent basis. This vacancy represents an opportunity to join an ambitious organisation, within an ever-changing environment where you will discover the potential to perform and grow.

Within this role you will:

  • Conduct Root Cause Analysis on key customer data such as complaints, customer satisfaction and engagement scores so customer outcomes can be improved, and risks are minimised.
  • Complete analysis of data to identify trends and risk areas.
  • Seek opportunities to reduce customer dissatisfaction
  • Support the delivery of initiatives to internal stakeholders and Aviva in a timely manner to meet expectations.
  • To provide efficient and effective business support for issues and incidents ensuring appropriate escalation when required

Key skills/experience required:

  • Attention to detail and the ability to interpret MI
  • Proven analytical and problem-solving skills
  • Proven ability to adapt to change, a flexible attitude to work
  • Great interpersonal, communication and organisational skills
  • Commitment to deliver work right first time
  • Proactive, understands impacts and able to mitigate risks and issues
  • Demonstrates resilience in a busy and at times pressurised environment
  • Ability to manage multiple demands and prioritise between what’s urgent and important
  • Good Excel and PowerPoint skills

ReAssure is a highly respected name in the heritage Life Insurance and Pensions market. We are a 3000+ strong team built on a wide range of skills and a wealth of experience. Originally founded in 1963, we’re at a busy crossroads of regulatory and market changes in the insurance industry. We have a proven track record of successfully integrating blocks of pension, insurance and investment business.

As one of Britain’s Top Employers in financial services, we offer opportunities for you to challenge and develop yourself in a company that looks after our colleagues, customers and communities.

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.

ReAssure offer an attractive benefits package for all permanent and fixed term employees, including 27 days’ holiday + bank holidays, contributory pension scheme, Private Medical Insurance plus a range of flexible benefits for you to choose from.

Share this vacancy

Job category/type
Customer Services/Permanent


Date posted

Application closing date