Complaint Analyst

Phoenix Group

. Investigate customer complaints and expressions of dissatisfaction through to resolution in line with complaint handling principles, regulatory requirements, and customer outcome expectations .

Posted 10/27/2026full-timeTelford • United KingdomMid-LevelSenior💰 £28,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in investigating and resolving customer complaints within financial services, utilizing strong analytical and root cause analysis skills to drive continuous improvement and enhance customer satisfaction. Proficient in stakeholder management and communication, ensuring effective collaboration across teams to address complex issues and regulatory requirements.

Highest-signal resume keywords

Complaint InvestigationRoot Cause AnalysisStakeholder ManagementRegulatory ComplianceContinuous Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical SkillsComplaint ReportingProcess ImprovementQuality AssuranceRegulatory Reporting

Soft Skills

Communication SkillsProblem-SolvingCustomer Focus

Industry Keywords

Financial ServicesFCA Complaint HandlingFinancial Ombudsman ServicePensionsAnnuities

About the role

Key responsibilities & impact

Investigate customer complaints and expressions of dissatisfaction through to resolution in line with complaint handling principles, regulatory requirements, and customer outcome expectations
Deliver fair, timely, and evidence-based complaint outcomes while maintaining a positive customer experience
Identify opportunities to improve customer satisfaction, service quality, and brand perception
Conduct root cause analysis and recommend actions to prevent future complaints and improve customer outcomes
Manage high-profile, complex, and sensitive complaints, including cases involving vulnerable customers
Analyse complaint trends, exception reports, process failures, and control weaknesses to identify risks and improvement opportunities
Support implementation and monitoring of corrective actions from complaint investigations and root cause analysis
Contribute to management information, governance reporting, and business forums
Work with stakeholders across the business to identify root causes, influence positive change, and improve products, processes, and customer experience

Requirements

What you’ll need

Previous experience within financial services or a similarly regulated environment, investigating and resolving customer complaints, escalations or complex customer issues
Demonstrable analytical and root cause analysis skills, identifying underlying issues and recommending effective solutions
Proven ability to assess evidence and make balanced complaint decisions in line with customer outcomes and regulatory requirements
Experience identifying process, control or operational weaknesses and driving continuous improvement
A track record of producing accurate root cause analysis, complaint reporting or management information
Strong stakeholder management and communication skills, working across multiple teams to resolve customer and operational issues and communicate complex matters clearly
Experience contributing to or leading governance forums, working groups or stakeholder meetings
Knowledge of pensions, annuities, or wider retirement products
Understanding of FCA complaint handling requirements and Financial Ombudsman Service (FOS) processes
Experience of complaint trend analysis, quality assurance, or regulatory reporting

Benefits

Comp & perks

Bonus
Private medical cover
38 days annual leave
Excellent pension
12x salary life assurance
Career breaks
Income protection
3x volunteering days
Part-time, job-share and other flexible working options