Complaints Analyst – Luton

Ruth Wagstaff Recruitment Ltd; Luton; Hybrid; GBP 18,000 - 26,000; Full time

Job summary

Ruth Wagstaff Recruitment Ltd is seeking a Complaint Analyst to join a high performing customer relations team. The role involves investigating and resolving customer complaints while helping to drive service improvements and enhance the customer experience.

It is fully remote and UK-based, with a 3-month temporary contract and potential extension or permanent opportunity. Responsibilities include ownership from initial investigation to final resolution, reviewing evidence, root cause analysis,

Qualifications

• Experience investigating and resolving customer complaints.
• Background in complaints handling within regulated environments preferred.
• FCA complaint handling knowledge is advantageous.
• Ability to draft detailed, evidence-based final responses.

Responsibilities

• Investigate and resolve customer complaints to conclusion.
• Deliver fair, robust, evidence-based complaint outcomes.
• Conduct root cause analysis and identify improvement opportunities.
• Manage complex, sensitive and high-profile complaints.
• Analyse complaint trends, process failures and control weaknesses.
• Support implementation of corrective actions and continuous improvement initiatives.
• Contribute to management information, governance reporting and forums.
• Collaborate with multiple stakeholders to improve customer outcomes and performance.

Skills

Analytical thinking

Problem solving

Regulatory knowledge

Written communication

Stakeholder collaboration

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

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.

The Role

As a Complaint Analyst, you will take ownership of customer complaints from initial investigation through to final resolution, ensuring every case is managed fairly, efficiently and in line with regulatory requirements and customer outcome expectations. You’ll review evidence, conduct detailed investigations, identify root causes and work with stakeholders across the business to implement meaningful improvements.

This is an excellent opportunity for someone who enjoys analysing complex issues, making balanced decisions, and influencing positive change through insights and recommendations.

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.

Job Tenure: Contract

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