Complaints Analyst

We’re Coventry Building Society Group; Coventry; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

28 days holiday a year

Discretionary bonus

Enhanced pension contributions

Parental leave

Wellbeing support

Life assurance (6x salary)

Job summary

Coventry Building Society Group is recruiting for an experienced complaints professional to support FCA reporting changes. In a hybrid Coventry-based role, you will review complaint records, validate categorisation data, and map complaints to the new reporting framework, ensuring data quality and regulatory compliance.

You’ll apply regulatory guidance consistently, interpret customer notes, and provide analytical insights to improve customer outcomes while working with an experienced Customer

Qualifications

• Experience reviewing and analysing customer complaints.
• Strong attention to detail and ability to interpret written customer correspondence and complaint notes.
• Proven ability to apply regulatory guidance and classification criteria consistently.
• Intermediate to advanced Microsoft Excel skills.
• Strong analytical and problem-solving capabilities.
• Excellent organisational skills with the ability to manage high volumes of data accurately and efficiently.

Responsibilities

• Review complaint records and validate categorisation data.
• Ensure complaints are accurately mapped to the FCA reporting framework.
• Interpret customer correspondence and complaint notes to support evidence-based classifications.
• Provide insights into customer experiences and outcomes to support regulatory compliance.

Skills

Complaints analysis

Regulatory interpretation

Attention to detail

Analytical thinking

Organisational skills

Data interpretation

Tools

Microsoft Excel

Job description

About the roleAre you an experienced complaints professional with a keen eye for detail and a passion for delivering fair customer outcomes? This is an exciting opportunity to play a key role in supporting the implementation of the Financial Conduct Authority (FCA) complaint reporting changes.Working within the Customer Relations team, the successful candidate will be responsible for reviewing complaint records, validating complaint categorisation data, and ensuring complaints are accurately mapped to the new FCA reporting framework. Through detailed analysis and consistent application of regulatory guidance, the role will help ensure the organisation is fully prepared for future regulatory reporting requirements while enhancing the quality and integrity of complaint data.We are recruiting within the Coventry office operating on a hybrid approach with at least 3 day a week in the office.Our benefits include:28 days holiday a year plus bank holidays and a holiday buy/sell schemeAnnual discretionary bonus schemePersonal pension with enhanced contributionsMaternity, paternity and shared parental leaveExtensive wellbeing supportLife assurance (6 times annual salary)Find out more about the fantastic benefits of joining Coventry Building Society Group here.We reserve the right to close this advert early if we receive a high volume of suitable applications.About youThe role requires a methodical and analytical individual who can interpret customer correspondence, complaint notes, and supporting information to make evidence-based classification decisions. The successful candidate will contribute to regulatory compliance, improve reporting accuracy, and provide valuable insight into customer experiences and outcomes.For this role you’ll need to have:Experience reviewing and analysing customer complaints.Strong attention to detail and ability to interpret written customer correspondence and complaint notes.Proven ability to apply regulatory guidance and classification criteria consistently.Intermediate to advanced Microsoft Excel skills.Strong analytical and problem-solving capabilities.Excellent organisational skills with the ability to manage high volumes of data accurately and efficiently.About usIn 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.Flexibility and why it mattersWe understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.Proud to be a Disability Confident Committed EmployerWe’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.LocationCoventry-Binley Business ParkView on map