Complaint Analyst — Root Cause & Customer Outcomes

Tate; Shrewsbury; In loco; GBP 18.000 - 26.000; Tempo pieno

Descrizione del lavoro

Tate is seeking a Complaint Analyst to join a high-performing customer relations team in the UK. You will own customer complaints from initial investigation to final resolution, ensuring fair, evidence-based outcomes and alignment with regulatory requirements.

The role emphasizes root cause analysis and effective cross-team collaboration to improve service levels and customer satisfaction. Ideal candidates will have experience in complaints handling within highly regulated environments,

Competenze

• Experience investigating and resolving customer complaints or escalations.
• Strong analytical and problem-solving abilities.
• Ability to assess evidence and make balanced decisions.
• Experience producing complaint reporting or root cause analyses.
• Knowledge of FCA complaint handling requirements.

Mansioni

• 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.

Conoscenze

Analytical thinking

Problem solving

Written communication

Stakeholder management

Regulatory awareness

Descrizione del lavoro

Tate is seeking a Complaint Analyst to join a high-performing customer relations team in the UK. You will own customer complaints from initial investigation to final resolution, ensuring fair, evidence-based outcomes and alignment with regulatory requirements.

The role emphasizes root cause analysis and effective cross-team collaboration to improve service levels and customer satisfaction. Ideal candidates will have experience in complaints handling within highly regulated environments,