Complaints & Resolution Analyst (Data-Driven, FCA)

Atlas Metrics; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Stock options on day 1

Hybrid office in London

Generous leave policy (25 days + BH)

Equipment provided

Budget for personal growth

Pension scheme

Pet insurance for your pet

Bupa health insurance with YuLife app

Job summary

Napo is seeking a Complaints Handler in a hybrid London setup to resolve customer complaints swiftly and fairly, while leveraging data to spot trends and improve the journey. You will work with Claims, Customer Champions and Compliance teams to ensure best practices and regulatory alignment.

Ideal candidates have 2–4 years in UK financial services complaints, with a customer-first mindset and strong documentation discipline, plus the ability to support vulnerable customers.

Qualifications

• Have worked as a Complaints Handler in the UK financial services sector (ideally pet insurance) for 2–4 years.
• Ability to use data to inform decisions and improve the customer experience.
• Provide ongoing feedback and support to a customer-facing team.
• Understanding of regulations and FCA requirements related to claims handling, complaints and treating customers fairly.
• Ability to exercise sound commercial judgement to achieve fair customer outcomes.
• Knowledge of identifying and supporting vulnerable customers.
• Strong attention to detail in documentation and record-keeping.

Responsibilities

• Manage and resolve complaints in line with company and FCA guidelines for fair, prompt resolutions.
• Use data to identify trends, issues or risks and escalate appropriately.
• Follow company, legal and FCA policies to ensure regulatory compliance.
• Identify opportunities to deliver a 6-star customer experience while improving efficiencies.
• Maintain accurate records to meet business needs and data protection requirements.
• Manage SLA delivery for complaints handling to meet legal and regulatory requirements.
• Educate and upskill the team through documentation and sharing best practices on Consumer Duty and vulnerable customers.

Skills

Data-driven decisions

Team feedback

Regulatory knowledge

Commercial judgement

Vulnerable customers

Record-keeping

Attention to detail

Job description

Napo is seeking a Complaints Handler in a hybrid London setup to resolve customer complaints swiftly and fairly, while leveraging data to spot trends and improve the journey. You will work with Claims, Customer Champions and Compliance teams to ensure best practices and regulatory alignment.

Ideal candidates have 2–4 years in UK financial services complaints, with a customer-first mindset and strong documentation discipline, plus the ability to support vulnerable customers.