Senior Complaint Analyst

Phoenix Group

. Investigate and resolve complex and high-profile complaints and escalations, including Executive, CEO, media and regulatory cases .

Posted 10/22/2026full-timeTelford • United KingdomSenior💰 £33,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint handling, particularly within pensions and retirement products, while ensuring compliance with FCA requirements and Financial Ombudsman Service processes. Capable of conducting root cause analysis and driving improvements in customer outcomes through effective stakeholder management and governance reporting.

Highest-signal resume keywords

FCA Complaint Handling RequirementsFinancial Ombudsman Service ProcessesRoot Cause AnalysisStakeholder ManagementGovernance Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint InvestigationAnalytical SkillsBusiness File PreparationGovernance ReportingComplaint Response Writing

Soft Skills

Communication SkillsOrganisational SkillsInfluencing SkillsCoaching Skills

Industry Keywords

PensionsAnnuitiesRetirement ProductsCustomer OutcomesVulnerable Customers

About the role

Key responsibilities & impact

Investigate and resolve complex and high-profile complaints and escalations, including Executive, CEO, media and regulatory cases
Manage Financial Ombudsman Service referrals through to conclusion
Prepare high-quality business files and complaint responses
Deliver fair, timely and evidence-based complaint decisions in line with FCA requirements and customer outcome expectations
Analyse complaint trends and conduct root cause analysis
Identify process failures, control weaknesses, emerging risks and opportunities to improve customer outcomes
Drive corrective actions and support implementation and ongoing monitoring of improvements
Build relationships with Operations, Risk, Compliance, Customer Experience and senior stakeholders
Produce management information, governance reporting and insights
Represent 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 Financial Ombudsman Service expectations
Coach and share knowledge to build capability across the wider team

Requirements

What you’ll need

Strong knowledge and experience of pensions, annuities or wider retirement products
Thorough understanding of FCA complaint handling requirements and Financial Ombudsman Service processes
Experience investigating and resolving complex customer complaints, escalations and regulatory referrals
Experience handling sensitive cases involving vulnerable customers
Proven analytical and root cause analysis skills
Experience producing high-quality complaint responses, business files and governance reporting
Ability to communicate complex technical matters clearly
Demonstrable stakeholder management and influencing skills
Strong organisational skills, with the ability to manage competing priorities, complex cases and tight deadlines
Experience contributing to or leading governance forums, working groups and stakeholder discussions
Experience managing Financial Ombudsman Service referrals and Executive or CEO complaints (desirable)
Quality assurance, regulatory oversight or complaint governance experience (desirable)

Benefits

Comp & perks

Bonus
Private medical cover
38 days annual leave
Excellent pension
12x salary life assurance
Career breaks
Income protection
3x volunteering days
Flexible working arrangements, including part-time, job-share and other flexibility
Career development opportunities