Complaints Analyst

Tate; United Kingdom; Remote; GBP 18,000 - 26,000; Full time

Job summary

Tate is seeking a Complaint Analyst to join a remote, UK-based team. The role focuses on investigating and resolving customer complaints, delivering robust outcomes and driving service improvements within a highly regulated environment.

Ideal candidates will have FCA awareness and experience in complaints handling, plus strong analysis, writing, and stakeholder collaboration skills. 35 hours per week, fully remote, 3-month temporary contract with potential extension or permanency.

Qualifications

• Experience investigating and resolving customer complaints or escalated issues.
• Strong analytical and problem-solving skills.
• Ability to assess evidence and make balanced decisions.
• Experience identifying process improvements and operational weaknesses.
• Excellent written communication, including drafting detailed responses.
• Knowledge of FCA complaint handling requirements.
• Experience producing complaint reporting or root cause analysis.

Responsibilities

• 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.

Skills

Analytical thinking

Problem solving

Written communication

Stakeholder management

Organisational skills

Reporting

FCA regulations

Job description

Complaint Analyst

Fully Remote - Must be UK based

Salary: £15.82 Per Hour

Full time 35 Hours Per week - Monday to Friday

3 Months Temporary - Possibility of extension or Permanent opportunity

The Role

We're looking for a Complaint Analyst to join a high performing customer relations team, investigating and resolving customer complaints while helping to drive service improvements and enhance the customer experience. This role would be particularly well suited to candidates with a background in complaints handling within Financial Services, although applicants from other highly regulated customer focused environments will also be considered.

Key Responsibilities

• 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.

About You

We're particularly interested in hearing from candidates who have worked in a complaints, customer resolutions, escalations or customer relations environment, ideally within:

• Financial Services
• Insurance
• Pensions
• Banking
• Wealth Management
• Mortgage Services
• Utilities or other highly regulated sectors

Financial Services complaints experience is strongly preferred, especially where candidates have experience handling complaints in line with regulatory requirements and customer outcome frameworks. Candidates who have managed complex complaints, conducted root cause analysis and produced formal written responses will be especially attractive for this position.

Essential Requirements

• Previous experience investigating and resolving customer complaints or escalated customer issues.
• Strong analytical and problem-solving skills.
• Ability to assess evidence and make balanced, objective decisions.
• Experience identifying process improvements and operational weaknesses.
• Excellent written communication skills, including drafting detailed complaint responses.
• Strong organisational skills and the ability to manage competing priorities.
• Experience producing complaint reporting, management information or root cause analysis.
• Ability to build effective working relationships across multiple teams.
• Confidence participating in governance meetings, forums or review groups.
• Knowledge of FCA complaint handling requirements.

Desirable

• Experience within Financial Services, particularly pensions, retirement products or insurance.
• Knowledge of FCA complaint handling requirements.
• Understanding of Financial Ombudsman Service (FOS) processes.
• Experience of complaint trend analysis, quality assurance or regulatory reporting.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application