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Complaints Oversight Analyst

Standard Life
Telford, GBR
Mid
Hybrid
Discovered 3 days ago

Full Job Posting

Key Responsibilities

  • Support the relationship between Standard Life and its third-party suppliers, collaborating across Group functions including Legal, Risk, Compliance and Data Protection.
  • Act as a key point of contact for complaint escalations, overseeing complaint timelines, redress assessments and customer outcomes.
  • Act as a key point of contact for complaints referred to the Financial Ombudsman Service (FOS), ensuring timely engagement and appropriate oversight of outcomes.
  • Drive service improvement through effective root cause analysis, identifying trends, emerging risks and opportunities to improve customer outcomes.
  • Provide subject matter expertise and constructive challenge to improve complaint handling processes, controls and customer journeys.
  • Coach, train and support colleagues and third-party suppliers to promote consistent complaint handling standards and regulatory compliance.
  • Analyse management information and complaint data, ensuring accuracy, integrity and suitability for reporting and decision-making purposes.
  • Identify opportunities for improvement through the analysis of complaint trends, process failures, control weaknesses and customer feedback.
  • Deliver regular complaint reporting and insight to support governance forums, regulatory requirements and business decision-making.
  • Monitor supplier complaint performance against agreed service levels, customer outcomes and regulatory expectations, escalating risks where appropriate.
  • What We’re Looking For
  • Essential
  • Previous experience within a complaints, complaint oversight or customer outcome role.
  • Strong understanding of FCA complaint handling requirements and Financial Ombudsman Service (FOS) processes.
  • Experience analysing complaint trends, root causes and customer outcome data.
  • Excellent communication and stakeholder management skills, with the ability to influence both internal and external parties.
  • Experience producing and presenting management information and governance reporting.
  • Strong analytical skills with the ability to identify risks, trends and opportunities for improvement.
  • Knowledge of annuity products and customer journeys.
  • Ability to challenge constructively and influence positive business change.
  • Desirable
  • Knowledge of Bulk Purchase Annuity (BPA) products.
  • Experience managing outsourced service provider (OSP) relationships.
  • Experience conducting quality assurance reviews or supplier oversight activities.
  • Knowledge of vulnerable customer requirements and Consumer Duty principles.
  • We want to hire the whole version of you.
  • We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
  • If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
  • We’re reviewing applications as they come in, so apply early to avoid missing out.
  • Find out more about working at Standard Life
  • Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
  • Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us
  • #LI-DS2
  • #LI-HYBRID

Qualifications

  • Essential
  • Previous experience within a complaints, complaint oversight or customer outcome role.
  • Strong understanding of FCA complaint handling requirements and Financial Ombudsman Service (FOS) processes.
  • Experience analysing complaint trends, root causes and customer outcome data.
  • Excellent communication and stakeholder management skills, with the ability to influence both internal and external parties.
  • Experience producing and presenting management information and governance reporting.
  • Strong analytical skills with the ability to identify risks, trends and opportunities for improvement.
  • Knowledge of annuity products and customer journeys.
  • Ability to challenge constructively and influence positive business change.
  • Desirable
  • Knowledge of Bulk Purchase Annuity (BPA) products.
  • Experience managing outsourced service provider (OSP) relationships.
  • Experience conducting quality assurance reviews or supplier oversight activities.
  • Knowledge of vulnerable customer requirements and Consumer Duty principles.
  • We want to hire the whole version of you.
  • We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
  • If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
  • We’re reviewing applications as they come in, so apply early to avoid missing out.
  • Find out more about working at Standard Life
  • Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
  • Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us

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