Complaint Analyst
Core
Investigate complex customer complaints in the retirement savings sector, apply analytical skills to reach evidence-based decisions, and drive continuous improvement to prevent recurrence.
Role type
Senior IC complaints analyst (financial services)
Builds
Fair, timely, and high-quality complaint outcomes for customers
Domain
Financial services / Retirement savings / Regulatory compliance
Required skills
Root cause analysis, evidence assessment, regulatory compliance knowledge, trend analysis, stakeholder management, governance reporting, process improvement
Preferred skills
Pensions/annuities knowledge, FCA complaint handling requirements, Financial Ombudsman Service (FOS) processes, quality assurance, regulatory reporting
Technologies
None stated
Responsibilities
Investigate customer complaints and expressions of dissatisfaction, manage cases through to resolution, deliver fair and evidence-based outcomes, proactively identify opportunities to improve customer satisfaction, conduct root cause analysis and recommend actions, manage high-profile and sensitive complaints, analyse complaint trends and exception reports, support implementation of corrective actions, contribute to management information and governance reporting