Customer Outcomes & Complaints Governance Analyst

Gallagher; Glasgow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance firm in Glasgow is seeking a passionate Complaints Governance Analyst to ensure fair outcomes for customers. This role involves reviewing customer complaints, analyzing data trends, and engaging with stakeholders to enhance processes. Ideal candidates will have experience in compliance and data analysis, preferably within the financial services sector. Attractive benefits include 25 days holiday, pension contributions, and opportunities for development.

Benefits

25 days holiday plus bank holidays

Defined contribution pension scheme

Life insurance

Health cash plan or Private medical insurance

Employee Stock Purchase plan

Qualifications

• Experience in a compliance, risk, or quality assurance role, preferably in insurance or financial services.
• Strong knowledge of customer outcome testing frameworks.
• Excellent understanding of FCA Complaint DISP rules.

Responsibilities

• Conduct reviews of customer complaints to ensure fair outcomes.
• Analyze trends and prepare reports.
• Collaborate with internal teams to enhance processes.

Skills

Compliance knowledge

Data analysis

Customer outcome testing

Stakeholder engagement

Tools

Excel

Power BI

Job description

A leading insurance firm in Glasgow is seeking a passionate Complaints Governance Analyst to ensure fair outcomes for customers. This role involves reviewing customer complaints, analyzing data trends, and engaging with stakeholders to enhance processes. Ideal candidates will have experience in compliance and data analysis, preferably within the financial services sector. Attractive benefits include 25 days holiday, pension contributions, and opportunities for development.