Complaints Analyst

Close Brothers Group; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm is seeking an individual to join their Operational Governance Team in London. In this role, you will manage complaints, conduct thorough analysis, and ensure compliance with regulations. The ideal candidate will possess strong analytical skills, have a background in complaints handling within financial services, and be committed to delivering excellent customer outcomes. This position offers a hybrid working model.

Benefits

Private medical

Discounted health checks

Stakeholder pension contribution

Gym discounts

Cycle to work scheme

Purchase of additional holiday

Responsibilities

• Manage and monitor complaints according to regulations.
• Conduct root cause analysis for recurring issues.
• Collaborate with teams for timely resolution.
• Prepare reports on complaint trends.
• Support best practices and a culture of learning.
• Maintain records for compliance.

Skills

Analytical with strong attention to detail

Previous experience in complaints handling

Understanding of FCA regulations

Confident communicator

Organised and effective in managing priorities

Focus on delivering excellent customer outcomes

Job description

Overview

The Vacancy

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join Close Brothers Operational Governance Team where you will play a key part in ensuring that complaints are managed promptly and consistently, while also identifying root causes and supporting clear, insightful reporting across the Close Brothers Asset Finance and Leasing division. This role can be based from any Close Brothers Office in the United Kingdom, on a hybrid working basis.

Responsibilities

• Manage and monitor complaints in line with regulatory requirements and internal policies
• Conduct thorough root cause analysis to identify recurring issues and areas for improvement
• Collaborate with internal teams to ensure timely resolution and customer satisfaction
• Prepare and deliver regular reports on complaint trends and outcomes
• Support the development of best practices and contribute to a culture of learning and accountability
• Maintain accurate records and ensure compliance with relevant standards

Qualifications and Skills

• Are analytical, with strong attention to detail
• Have previous experience in complaints handling or a similar role within financial services
• Understand FCA regulations and complaint handling requirements
• Are a confident communicator, able to work with colleagues across different teams
• Are organised and able to manage multiple priorities effectively
• Enjoy delivering excellent customer outcomes

About Us

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us or request a call back.

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

Benefits

• Private medical
• Discounted health checks
• Stakeholder pension contribution
• Gym discounts
• Cycle to work scheme
• Purchase of additional holiday