Complaints Oversight Specialist

Standard Life plc; Telford; Sur place; GBP 32 000 - 40 000; Plein temps

Avantages offerts par ce poste

Discretionary bonus

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Flexible working

Résumé du poste

Standard Life plc, based in the UK, is seeking a Complaints Oversight Analyst in Telford to ensure fair customer outcomes and strong complaint governance. You will oversee complaints across internal teams and third-party suppliers, track timelines and outcomes, and support governance reporting to meet regulatory standards.

The role blends analytical thinking with effective stakeholder engagement to drive improvements in customer journeys and complaint handling.

Qualifications

• Previous experience in a complaints or customer-outcome role.
• Strong understanding of FCA complaint handling and FOS processes.
• Experience analysing complaint trends and outcomes.
• Excellent communication and stakeholder management skills.
• Experience producing governance reporting and MI.

Responsabilités

• Support relationships between Standard Life and third-party suppliers, coordinating with Legal, Risk, Compliance and Data Protection.
• Act as a key contact for complaint escalations, overseeing timelines and redress.
• Liaise with the Financial Ombudsman Service (FOS) to ensure timely engagement and oversight of outcomes.
• Drive service improvement through root cause analysis and trend identification.
• Provide subject matter expertise to improve complaint handling processes and controls.
• Coach and support colleagues and suppliers to promote consistent standards.
• Analyse management information and complaint data for reporting and decision-making.
• Identify opportunities from complaint trends and process weaknesses.
• Deliver regular complaint reporting to governance forums and regulatory bodies.
• Monitor supplier complaint performance against service levels and escalate risks.

Connaissances

Analytical skills

Stakeholder management

Regulatory knowledge

Communication

Governance reporting

Description du poste

Standard Life plc, based in the UK, is seeking a Complaints Oversight Analyst in Telford to ensure fair customer outcomes and strong complaint governance. You will oversee complaints across internal teams and third-party suppliers, track timelines and outcomes, and support governance reporting to meet regulatory standards.

The role blends analytical thinking with effective stakeholder engagement to drive improvements in customer journeys and complaint handling.