Complaints Analyst
Tate · Luton, England ·
Complaint Analyst Fully Remote - Must be UK based Salary: £15.82 Per Hour Full time 35 Hours Per week - Monday to Friday 3 Months Temporary - Possibility of extension or Permanent opportunity We're looking for a Complaint Analyst to join a high performing customer relations team, investigating and resolving customer complaints while helping to drive service improvements and enhance the customer experience.
This role would be particularly well suited to candidates with a background in complaints handling within Financial Services, although applicants from other highly regulated customer focused environments will also be considered.
The Role As a Complaint Analyst, you will take ownership of customer complaints from initial investigation through to final resolution, ensuring every case is managed fairly, efficiently and in line with regulatory requirements and customer outcome expectations.
You'll review evidence, conduct detailed investigations, identify root causes and work with stakeholders across the business to implement meaningful improvements. This is an excellent opportunity for someone who enjoys analysing complex issues, making balanced decisions, and influencing positive change through insights and recommendations.
Key Responsibilities Investigate and resolve customer complaints and expressions of dissatisfaction through to conclusion. Deliver fair, robust and evidence-based complaint outcomes. Conduct detailed root cause analysis and identify opportunities for service improvement.
Manage complex, sensitive and high-profile complaints, including vulnerable customer cases. Analyse complaint trends, process failures and control weaknesses. Support the implementation of corrective actions and continuous improvement initiatives.
Contribute to management information, governance reporting and business forums. Work collaboratively with multiple stakeholders to improve customer outcomes and operational performance. About You We're particularly interested in hearing from candidates who have worked in a complaints, customer resolutions, escalations or customer relations environment, ideally within: Financial Services Insurance Pensions Banking Wealth Management Mortgage Services Utilities or other highly regulated sectors Financial Services complaints experience is strongly preferred, especially where candidates have experience handling complaints in line w...