Complaints Analyst – Customer Outcomes & Insights

Phoenix Group; Shrewsbury; Hybrid; GBP 26.000 - 32.000; Vollzeit

Benefits dieser Stelle

Private medical cover

Excellent pension

38 days annual leave

Life assurance 12x salary

Volunteering days

Zusammenfassung

Standard Life, a retirement specialist, is recruiting 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.

This role involves working with stakeholders across the business to identify root causes, influence improvements, and shape governance reporting.

Qualifikationen

• Proven analytical and root cause analysis skills.
• Experience resolving customer complaints in a regulated environment.
• Ability to assess evidence and make balanced decisions.

Aufgaben

• Investigate customer complaints and manage cases through to resolution in line with complaint handling principles and regulatory requirements.
• Deliver fair, timely, and evidence-based outcomes while maintaining a positive customer experience.
• Identify opportunities to improve customer satisfaction, service quality, and brand perception.
• Conduct root cause analysis and recommend actions to prevent future complaints and improve outcomes.
• Handle high-profile, complex, and sensitive complaints including vulnerable customers.
• Analyze complaint trends and control weaknesses to identify risks and improvement opportunities.
• Support implementation and monitoring of corrective actions arising from investigations.
• Contribute to governance reporting and business forums as required.

Kenntnisse

Analytical skills

Root cause analysis

Stakeholder management

Regulatory knowledge

Jobbeschreibung

Standard Life, a retirement specialist, is recruiting 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.

This role involves working with stakeholders across the business to identify root causes, influence improvements, and shape governance reporting.