Complaints Oversight Analyst — Customer Outcomes & Risk

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

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.