Complaints Oversight Analyst

Standard Life; Telford; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Discretionary bonus

Job summary

Standard Life, a retirement specialist, is seeking an experienced Complaints Oversight Analyst in Telford. You will oversee complaints handling, work with third-party suppliers and internal teams, and ensure regulatory requirements are met while focusing on fair customer outcomes.

The role emphasizes analytical thinking, governance reporting, and improving customer journeys. Flexible working is available, with a strong pension and benefits package provided by the employer.

Qualifications

• Experience in complaints/complaint oversight or customer-outcome role.
• Strong understanding of FCA complaint handling requirements and FOS processes.
• Experience analysing complaint trends and customer outcome data.
• Excellent communication and stakeholder management skills.
• Experience producing management information and governance reporting.

Responsibilities

• Support relationships with third-party suppliers and internal groups (Legal, Risk, Compliance, Data Protection).
• Act as single point of contact for complaint escalations and FOS referrals.
• Oversee complaint timelines, redress assessments and customer outcomes.
• Drive service improvements through root cause analysis and trend identification.
• Provide challenge to improve complaint handling processes and governance.
• Coach colleagues and suppliers on compliant handling standards and regulatory requirements.
• Analyse management information and complaint data for reporting and decision-making.

Skills

Complaint handling

Stakeholder mgmt

Analytical thinking

Regulatory knowledge

Communication

Job description

Job Description

Job Type: Permanent

Closing Date: 6th November

Location: Telford.

Salary and benefits: £36,000, discretionary bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!

Flexible working: All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about flexible working here.

Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

As a Complaints Oversight Analyst, you'll play a key role in helping Standard Life deliver fair customer outcomes and maintain high standards of complaint handling across our business and third-party suppliers. Working within the Risk and Governance team, you'll provide oversight, guidance and challenge to ensure complaints are handled consistently, regulatory requirements are met and customer interests remain at the heart of decision-making.

You'll work closely with internal teams and external service providers to identify emerging risks, analyse complaint trends and drive improvements to customer journeys and complaint processes. Through effective oversight, root cause analysis and governance reporting, you'll help ensure lessons are learned, risks are addressed and opportunities to enhance the customer experience are identified.

This is a varied role that combines complaint expertise, stakeholder management and analytical thinking. You'll support Financial Ombudsman Service (FOS) activity, provide insight to governance forums, influence positive change and help shape the ongoing development of our complaint handling standards, controls and oversight framework. It's an excellent opportunity for someone who is passionate about customer outcomes and enjoys working collaboratively to deliver meaningful business improvements.

Key Responsibilities

• Support the relationship between Standard Life and its third-party suppliers, collaborating across Group functions including Legal, Risk, Compliance and Data Protection.
• Act as a key point of contact for complaint escalations, overseeing complaint timelines, redress assessments and customer outcomes.
• Act as a key point of contact for complaints referred to the Financial Ombudsman Service (FOS), ensuring timely engagement and appropriate oversight of outcomes.
• Drive service improvement through effective root cause analysis, identifying trends, emerging risks and opportunities to improve customer outcomes.
• Provide subject matter expertise and constructive challenge to improve complaint handling processes, controls and customer journeys.
• Coach, train and support colleagues and third-party suppliers to promote consistent complaint handling standards and regulatory compliance.
• Analyse management information and complaint data, ensuring accuracy, integrity and suitability for reporting and decision-making purposes.
• Identify opportunities for improvement through the analysis of complaint trends, process failures, control weaknesses and customer feedback.`?
• Deliver regular complaint reporting and insight to support governance forums, regulatory requirements and business decision-making.
• Monitor supplier complaint performance against agreed service levels, customer outcomes and regulatory expectations, escalating risks where appropriate.

What We’re Looking For

Essential

• Previous experience within a complaints, complaint oversight or customer outcome role.
• Strong understanding of FCA complaint handling requirements and Financial Ombudsman Service (FOS) processes.
• Experience analysing complaint trends, root causes and customer outcome data.
• Excellent communication and stakeholder management skills, with the ability to influence both internal and external parties.
• Experience producing and presenting management information and governance reporting.
• Strong analytical skills with the ability to identify risks, trends and opportunities for improvement.
• Knowledge of annuity products and customer journeys.
• Ability to challenge constructively and influence positive business change.

Desirable

• Knowledge of Bulk Purchase Annuity (BPA) products.
• Experience managing outsourced service provider (OSP) relationships.
• Experience conducting quality assurance reviews or supplier oversight activities.
• Knowledge of vulnerable customer requirements and Consumer Duty principles.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about working at Standard Life

• Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us