Complaints Analyst

4 RECRUITMENT SERVICES; Greater London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A recruitment agency is seeking a Complaints Service Analyst to monitor and report on performance while ensuring high quality in complaints handling. The successful candidate will analyze complaints data, produce performance reports, and work collaboratively to support investigations. This role requires excellent analytical skills and offers a temporary contract with hybrid working conditions, maintaining in-office presence at least twice a week in Hammersmith.

Qualifications

• Proficient in data analysis and reporting.
• Experience with performance monitoring and KPI reporting.
• Strong analytical skills to identify trends and patterns.

Responsibilities

• Assist in monitoring and reporting on performance against complaints handling targets.
• Produce regular performance reports including KPIs on response times.
• Conduct thematic analysis of complaints data to identify recurring issues.

Job description

We are currently looking for a Complaints Service Analyst. You will be required to be in the office a min of 2 days per week (Wed and Thur currently, but subject to change on business need)

Location: Hammersmith

Monday Friday

09:00am - 05:00pm

Temp Contract - Ongoing

Pay rate - £21.54ph paye or £26.49ph umbrella

Job Purpose

• Assist in monitoring and reporting on individual and team performance against complaints handling targets, response times, and quality standards, providing data-driven insights to support performance conversations and management decisions.
• Produce regular performance reports on all aspects of complaints handling, including KPIs on response times, complaint volumes, outcomes, compensation awarded, and service quality metrics.
• Conduct thematic analysis of complaints data to identify recurring issues, emerging patterns, and trends across different service areas, complaint types, and time periods.
• Provide comprehensive data packages to the Root Cause Lead, including trend analysis, thematic breakdowns, and data insights that support root cause analysis investigations.
• Work collaboratively with the Root Cause Lead to ensure data is presented in formats that best support their analysis work and service improvement recommendations.

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