Senior Complaint Analyst

Key Responsibilities

• Manage complex and high-profile complaints and escalations, including Executive, CEO, media and regulatory cases, through investigation to resolution in line with FCA requirements and customer outcome expectations.
• Manage Financial Ombudsman Service referrals through to conclusion, acting as a key point of contact and ensuring high-quality case management and business files.
• Deliver fair, timely and evidence-based complaint decisions, applying sound judgement and appropriate support in complex cases, including those involving vulnerable customers.
• Analyse complaint trends and conduct root cause analysis, identifying process failures, control weaknesses, emerging risks and opportunities to improve customer outcomes.
• Drive improvements arising from complaint investigations, influencing corrective actions and supporting their implementation and ongoing monitoring.
• Build effective relationships across Operations, Risk, Compliance, Customer Experience and senior stakeholders, providing expert guidance and influencing complaint outcomes and improvements.
• Produce management information, governance reporting and insight, representing the Complaints function at governance forums, working groups and stakeholder meetings.
• Act as a subject matter expert in complaint handling, customer outcomes, vulnerable customers and FOS expectations, coaching and sharing knowledge to build capability across the wider team.
• What are we looking for?
• Essential
• Strong knowledge and experience of pensions, annuities or wider retirement products, with a thorough understanding of FCA complaint handling requirements and Financial Ombudsman Service processes.
• Experience investigating and resolving complex customer complaints, escalations and regulatory referrals, including sensitive cases involving vulnerable customers.
• Proven analytical and root cause analysis skills, identifying complaint trends, applying sound judgement and identifying opportunities to improve customer outcomes.
• Experience producing high-quality complaint responses, business files and governance reporting, with the ability to communicate complex technical matters clearly.
• Demonstrable stakeholder management and influencing skills, working across multiple business areas to resolve issues and drive customer outcome improvements.
• Strong organisational skills, managing competing priorities, complex cases and tight deadlines.
• Experience contributing to or leading governance forums, working groups and stakeholder discussions.
• Desirable
• Experience managing Financial Ombudsman Service referrals and Executive or CEO complaints.
• Quality assurance, regulatory oversight or complaint governance experience.
• 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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