Senior Complaints Analyst — Pensions & Customer Outcomes

Standard Life; Telford; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Private medical cover

Excellent pension

38 days annual leave

12x life assurance

Career breaks

Income protection

Volunteering days

Job summary

Standard Life in the United Kingdom is seeking a Senior Complaints Analyst to join the Risk and Governance team. The role focuses on investigating complex complaints, delivering fair outcomes, and protecting the business from regulatory risk.

You will lead investigations, analyse trends, and present insights to senior stakeholders while working closely with Risk, Legal, Compliance and Customer Experience. The position is based in Telford with hybrid working after training.

Qualifications

• Experience with pensions, annuities or retirement products.
• Understanding FCA complaint handling and FOS processes.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage complex and high-profile complaints including executive and regulatory cases.
• Oversee Financial Ombudsman Service referrals from intake to resolution.
• Deliver timely, evidence-based decisions with sound judgement.
• Analyse trends to identify risks and improvement opportunities.
• Drive governance reporting and stakeholder communication.
• Provide subject matter guidance on complaint handling and FOS expectations.
• Collaborate with Operations, Risk, Compliance and senior leaders.

Skills

Pensions expertise

FCA knowledge

Analytical skills

Stakeholder management

Governance reporting

Root cause analysis

Job description

Standard Life in the United Kingdom is seeking a Senior Complaints Analyst to join the Risk and Governance team. The role focuses on investigating complex complaints, delivering fair outcomes, and protecting the business from regulatory risk.

You will lead investigations, analyse trends, and present insights to senior stakeholders while working closely with Risk, Legal, Compliance and Customer Experience. The position is based in Telford with hybrid working after training.