Complaints Oversight Analyst

Role overview

Key responsibilities

• Support third-party supplier relationships, collaborating with Legal, Risk, Compliance, and Data Protection.
• Oversee complaint escalations, timelines, redress assessments, and customer outcomes.
• Oversee complaints referred to the Financial Ombudsman Service, ensuring timely engagement and appropriate outcomes.
• Analyze root causes, trends, emerging risks, process failures, control weaknesses, and customer feedback to identify improvements.
• Provide complaint expertise and constructive challenge to improve processes, controls, and customer journeys.
• Coach and support colleagues and suppliers on consistent complaint standards and regulatory compliance.
• Analyze complaint data and management information for accurate reporting and decision-making.
• Deliver complaint reporting and insight to governance forums and monitor supplier performance against service levels, customer outcomes, and regulatory expectations.

Essential qualifications and experience

• Previous experience in complaints, complaint oversight, or customer outcomes.
• Strong understanding of FCA complaint handling requirements and Financial Ombudsman Service processes.
• Experience analyzing complaint trends, root causes, and customer outcome data.
• Strong communication, stakeholder management, analytical, and influencing skills.
• Experience producing and presenting management information and governance reporting.
• Knowledge of annuity products and customer journeys.
• Ability to challenge constructively and influence positive business change.

Desirable qualifications and experience

• Knowledge of Bulk Purchase Annuity products.
• The source description begins an additional desirable qualification about managing outsourced services, but is truncated before the requirement is complete.

Salary and benefits

• Salary is stated as £36,000; no pay cadence is specified.
• Benefits include a discretionary bonus, private medical cover, 38 days of annual leave, pension, life assurance, income protection, career breaks, and volunteering days.

Working arrangements

• The role is permanent.
• The employer states roles may be open to part-time, job-share, and other flexible arrangements, subject to discussion and business requirements.
• Closing date stated as 6 November.