Complaints Analyst – Customer Outcomes

Standard Life plc; Telford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Job summary

Standard Life plc in Telford is seeking a Complaints Analyst within our Customer Relations team. You will investigate complex complaints across our retirement business, applying strong analytical skills and sound judgement to reach balanced, evidence-based decisions that prioritise customer outcomes.

You'll work closely with stakeholders to identify root causes, influence positive change and help prevent issues from recurring.

Qualifications

• Experience in financial services or regulated environment handling complaints.
• Ability to identify underlying issues and recommend solutions.
• Strong analytical and stakeholder communication skills.

Responsibilities

• Investigate customer complaints and manage cases through resolution.
• Deliver fair, timely, and evidence-based outcomes with good customer experience.
• Identify opportunities to improve satisfaction, service quality and brand perception.
• Conduct root cause analysis and recommend actions to prevent future complaints.
• Handle high-profile, complex, and sensitive complaints including vulnerable customers.
• Analyse complaint trends, exception reports and control weaknesses to identify risks.
• Support corrective actions from investigations and governance reporting.
• Contribute to management information and governance forums as required.

Skills

Analytical thinking

Root cause analysis

Regulatory awareness

Stakeholder management

Governance knowledge

Job description

Standard Life plc in Telford is seeking a Complaints Analyst within our Customer Relations team. You will investigate complex complaints across our retirement business, applying strong analytical skills and sound judgement to reach balanced, evidence-based decisions that prioritise customer outcomes.

You'll work closely with stakeholders to identify root causes, influence positive change and help prevent issues from recurring.