Complaints Analyst

Co-operative Bank plc; Coventry; Hybrid; GBP 28,000 - 55,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Personal pension

Parental leave

Life assurance

Job summary

Coventry Building Society is seeking an experienced complaints professional to support FCA complaint reporting changes. You will review records, validate data, and apply guidance to classify cases accurately, helping the organisation prepare for regulatory reporting while improving data quality.

This role is based in Coventry on a hybrid basis with at least three days in the office and offers a competitive benefits package and a discretionary bonus.

Qualifications

• Experience reviewing and analysing customer complaints.
• Ability to interpret written customer correspondence and complaint notes.
• Proven ability to apply regulatory guidance and classification criteria consistently.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Review complaint records, validate categorisation data and map to FCA framework.
• Apply regulatory guidance to classify complaints accurately.
• Contribute to improving reporting accuracy and data quality.

Skills

Complaints analysis

Regulatory interpretation

Data validation

Excel proficiency

Tools

Microsoft Excel

Job description

Are 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 scheme
• Annual discretionary bonus scheme
• Personal pension with enhanced contributions
• Maternity, paternity and shared parental leave
• Life assurance (6 times annual salary)

Find out more about the fantastic benefits of joining Coventry Building Society Group here .

About you

The 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 us

In 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 matters

We 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 Employer

We’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.

Coventry-Binley Business Park, Hybrid, Manchester

Coventry-Binley Business Park, Manchester

£28,175 (includes a 15% shift allowance)

Coventry-Binley Business Park, Manchester

Up to £55,000 (dependant on relevant experience) plus car allowance or scheme

£27,720 (inclusive of a 10% shift allowance)