SEVERN TRENT
RCA (Route Cause Analyst) Specialist
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
LET’S CUT STRAIGHT TO IT
At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here. Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.
If you want to do more, because you care, we want you on our team.
Our Comms team is on the lookout for a Route Cause Analyst Specialists to join their Executive Complaints Team for a 12 - month fixed term contract.
LET’S TELL YOU MORE
We're on an exciting journey to transform how we learn from customer feedback. With a renewed focus on delivering exceptional customer experiences, we're building a brand-new team dedicated to turning customer insights into meaningful change across our business. As an RCA Specialist, you'll play a key role in analysing executive-level complaints, uncovering trends and identifying opportunities to improve the experiences we provide. Working closely with our Data Insights Expert and colleagues across the business, you'll turn data-driven insights into clear actions that help us learn, improve and prevent issues from happening again.
You'll bring a naturally curious mindset, always asking "why?" and looking beyond the surface to understand the root causes behind customer concerns. Through effective stakeholder engagement, you'll influence change and provide practical recommendations that make a real difference for our customers.
Confident facilitating workshops and collaborative problem-solving sessions, you'll work with teams across the organisation to investigate issues, challenge processes and uncover the insights needed to drive continuous improvement.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
This is a 37-hour per week role, Monday to Friday. We're flexible on your office base location provided it's within our region, though regular travel to our Coventry Head Office will be required.
HOW WE WORK
You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in-person moments to keep our culture alive but also understand the flexibility working from home can bring. You’ll usually find us in the office, but working from home is supported when you need it.
WHAT WE’RE LOOKING FOR
- Strong analytical skills with the ability to interpret complex data and identify trends, patterns, and root causes.
- Experience working with data from multiple sources and systems, with the ability to consolidate and present clear insight.
- Ability to challenge and influence stakeholders to improve quality of analysis and outcomes.
- Strong attention to detail and a structured, methodical approach to problem solving.
- Excellent communication skills, with the ability to translate data into clear, meaningful insight for a range of audiences.
- Experience of working in a customer-focused or regulated environment.
- Investigation & Problem-Solving - Strong analytical thinking to assess complex, multi-touchpoint complaints.
- Advanced Communication (Written & Verbal)
- Stakeholder Management & Collaboration.
- Regulatory & Risk Awareness - Understanding of complaint handling regulations.
- Root Cause Analysis (RCA) Capability - Linking complaints to broader business performance and Recommending preventative actions.
- Data & Insight Literacy - Interpreting MI dashboards and complaint trends and Identifying emerging themes or repeat issues.
- System & Process Proficiency - Strong use of case management / CRM systems.
- Prioritisation & Case Management.
- Attention to Detail & Quality Focus.
- Resilience & Professional Judgement.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality, as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We’re looking for people who want to get involved, be part of something bigger, and make a difference because they care.
HOW WE’LL REWARD AND CARE FOR YOU IN RETURN
It’s not just a job; it’s a career. We offer benefits that reward great work and award-winning training to help you reach your potential. You’ll also contribute to the environment and community. Some of our benefits include:
- Annual bonus scheme (of up to £2,250 per annum based on company performance)
- 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year).
- Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
- Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
- Dedicated training and development with our ‘Academy’
- Electric vehicle scheme and retail offers
- Family friendly policies
- Two volunteering days per year
LET’S GO
We can’t wait to hear from you. Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London