Complaint Analyst

Standard Life; Telford; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Job summary

Standard Life, a retirement specialist, seeks a Complaints Analyst to join the Customer Relations team. You will investigate complex complaints, applying analytical skills to deliver fair outcomes with customer focus.

Your work will span root-cause analysis, governance reporting, and collaboration with multiple stakeholders. You’ll analyse trends and risks, influence improvements to products and processes, and support ongoing governance forums.

Qualifications

• Experience in financial services or regulated environment resolving complaints.
• Ability to perform root cause analysis and identify underlying issues.
• Ability to assess evidence and make balanced decisions in line with outcomes and regulations.
• Experience driving continuous improvement within processes.
• Experience producing root cause analysis or management information.
• Strong stakeholder management and communication across teams.
• Experience contributing to governance forums and meetings.

Responsibilities

• Investigate customer complaints and resolutions in line with standards and regulatory requirements.
• Deliver fair, timely, and evidence-based outcomes while maintaining customer experience.
• Identify opportunities to improve customer satisfaction and brand perception.
• Conduct root cause analysis and recommend actions to prevent recurrence.
• Handle high-profile, complex, and sensitive complaints.
• Analyse trends, exception reports, and control weaknesses to identify risks.
• Support corrective actions from investigations and governance processes.
• Contribute to management information and governance reporting.

Skills

Analytical skills

Root cause analysis

Stakeholder management

Regulatory understanding

Communication

Governance participation

Job description

Job Description

Job Type:Permanent

Location: This role is based in our Telford office working 5 days a week from the office initially spent whilst training completes (up to 6 months) then 3 days in the office thereafter and 2 days working from home.

Flexible working: All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about flexible working here.

Salary and benefits: From £28,800, depending on experience plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Closing Date: 10th November

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Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

The role

As a Complaints Analyst within our Customer Relations team, you'll play a key role in ensuring our customers receive fair, timely and high-quality outcomes when things don't go as expected. You'll investigate complex complaints from across our retirement business, applying strong analytical skills and sound judgement to reach balanced, evidence-based decisions that put customer outcomes at the heart of everything we do.

This is more than complaint handling. You'll work closely with stakeholders across the business to identify root causes, influence positive change and help prevent issues from recurring. By analysing trends, identifying risks and contributing to governance reporting, you'll help shape improvements to our products, processes and customer experience.

The role offers the opportunity to work on a diverse range of cases, including high-profile and sensitive complaints, while developing expertise in regulatory requirements, customer outcomes and continuous improvement. If you're naturally curious, enjoy problem-solving and are passionate about delivering the right outcome for customers, we'd love to hear from you.

Key Responsibilities

• Investigate customer complaints and expressions of dissatisfaction, managing cases through to resolution in line with Standard Life complaint handling principles, regulatory requirements, and customer outcome expectations.
• Deliver fair, timely, and evidence-based complaint outcomes whilst maintaining a positive customer experience.
• Proactively 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 the implementation and monitoring of corrective actions arising from complaint investigations and root cause analysis.
• Contribute to management information, governance reporting, and business forums as required.

What are we looking for?

Essential

• 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.

Desirable

• 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.

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.

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