Complaints Analytics & Reporting Specialist

The Boots Company PLC; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Boots Retirement Savings Plan

Discretionary annual bonus

Generous employee discounts

Enhanced maternity/paternity/adoption?

Flexible benefits scheme

Job summary

Boots is seeking an Analytics, Data and Reporting Complaints Technologist to turn customer feedback into actionable insights that shape product, service and customer experiences. You will combine customer feedback, data analysis and BI to identify trends, opportunities and drive quality, compliance and customer-focused decisions across the business.

The role is based in Boots UK within the Quality & Technical Services team, offering opportunities to collaborate with cross-functional partners and

Qualifications

• Experience analysing customer feedback, complaints, and operational data.
• Strong analytical and data management skills.
• Proficiency in Power BI, Excel, Power Automate, or equivalent digital skills.
• Ability to translate data into clear insights and recommendations.
• Excellent analytical, investigative, and problem-solving skills.
• Strong communication and stakeholder management skills.
• Knowledge of quality, safety, regulatory, or governance environments.
• Highly organised and able to manage multiple priorities.
• Customer-focused with a passion for continuous improvement.

Responsibilities

• Analyse customer complaints, reviews, and feedback to identify trends, themes, and emerging risks.
• Use Power BI, Excel, and Power Automate to improve reporting, automate processes, and generate customer insights.
• Investigate and resolve consumer complaints and product enquiries in line with regulatory and quality requirements.
• Translate data into actionable insights and recommendations to support business decision-making.
• Identify and elevate product quality, safety, compliance, and reputational risks to key stakeholders.
• Support corrective actions and continuous improvement by communicating findings and driving resolution.
• Leverage complaints and customer insight data to identify emerging issues and enable proactive improvements to quality and customer experience.

Skills

Analytical thinking

Stakeholder management

Problem solving

Customer-focused

Communication

Tools

Power BI

Excel

Power Automate

Salesforce CRM

Job description

Boots is seeking an Analytics, Data and Reporting Complaints Technologist to turn customer feedback into actionable insights that shape product, service and customer experiences. You will combine customer feedback, data analysis and BI to identify trends, opportunities and drive quality, compliance and customer-focused decisions across the business.

The role is based in Boots UK within the Quality & Technical Services team, offering opportunities to collaborate with cross-functional partners and