Complaint Analyst: Investigations & Service Improvement

Tate; Shrewsbury; On-site; GBP 18,000 - 26,000; Full time

Job summary

Ruth Wagstaff Recruitment Ltd is seeking a Complaint Analyst to join our regulated financial services client in Telford. You will own complaints from initial investigation to final resolution, ensuring fair outcomes and regulatory alignment.

The role focuses on root cause analysis, data-driven improvements, and collaboration with stakeholders to drive service enhancements while supporting governance reporting and customer outcomes.

Qualifications

• Previous experience investigating and resolving customer complaints or escalated issues.
• Strong analytical and problem-solving skills.
• Ability to assess evidence and make balanced, objective decisions.
• Experience identifying process improvements and operational weaknesses.
• Excellent written communication, including drafting detailed complaint responses.
• Knowledge of FCA complaint handling requirements.

Responsibilities

• Investigate and resolve customer complaints and expressions of dissatisfaction through to conclusion.
• Deliver fair, robust and evidence-based complaint outcomes.
• Conduct detailed root cause analysis and identify opportunities for service improvement.
• Manage complex, sensitive and high-profile complaints, including vulnerable customer cases.
• Analyse complaint trends, process failures and control weaknesses.
• Support the implementation of corrective actions and continuous improvement initiatives.
• Contribute to management information, governance reporting and business forums.
• Work collaboratively with multiple stakeholders to improve customer outcomes and operational performance.

Skills

Analytical thinking

Problem solving

Written communication

Organisational skills

Root cause analysis

Stakeholder collaboration

Job description

Ruth Wagstaff Recruitment Ltd is seeking a Complaint Analyst to join our regulated financial services client in Telford. You will own complaints from initial investigation to final resolution, ensuring fair outcomes and regulatory alignment.

The role focuses on root cause analysis, data-driven improvements, and collaboration with stakeholders to drive service enhancements while supporting governance reporting and customer outcomes.