Complaints Oversight Analyst

Phoenix Group

. Support the relationship between Standard Life and its third-party suppliers, collaborating with Legal, Risk, Compliance and Data Protection .

Posted 10/23/2026full-timeTelford • United KingdomMid-LevelSenior💰 £36,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint oversight and customer outcomes, with a strong understanding of FCA complaint handling requirements and Financial Ombudsman Service processes. Capable of analyzing complaint trends and data to drive service improvements and ensure regulatory compliance.

Highest-signal resume keywords

FCA Complaint Handling RequirementsFinancial Ombudsman Service ProcessesComplaint Trend AnalysisStakeholder ManagementOutsourced Service Provider Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint OversightRoot Cause AnalysisData AnalysisGovernance ReportingQuality Assurance ReviewsCustomer Outcome AnalysisRegulatory ComplianceComplaint Handling StandardsProcess ImprovementAnnuity Product Knowledge

Soft Skills

Excellent CommunicationInfluencing SkillsCoaching and TrainingConstructive ChallengeStakeholder Engagement

Industry Keywords

Consumer Duty PrinciplesVulnerable Customer RequirementsBulk Purchase Annuity ProductsService ImprovementComplaint Reporting

About the role

Key responsibilities & impact

Support the relationship between Standard Life and its third-party suppliers, collaborating with Legal, Risk, Compliance and Data Protection
Act as a key contact for complaint escalations, overseeing complaint timelines, redress assessments and customer outcomes
Oversee complaints referred to the Financial Ombudsman Service and ensure timely engagement and appropriate outcome oversight
Drive service improvement through root cause analysis, identifying trends, emerging risks and opportunities
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 on consistent complaint handling standards and regulatory compliance
Analyse management information and complaint data for accurate reporting and decision-making
Identify improvements through analysis of complaint trends, process failures, control weaknesses and customer feedback
Deliver complaint reporting and insight to governance forums, regulatory requirements and business decision-making
Monitor supplier complaint performance against service levels, customer outcomes and regulatory expectations, escalating risks where appropriate

Requirements

What you’ll need

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 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
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

Benefits

Comp & perks

Discretionary 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 arrangements
Recruitment process adjustments where required