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- Tasks: Review and ensure compliance of historic customer complaints in retail banking.
- Company: Join a leading legal and advisory firm on a high-profile regulatory project.
- Benefits: Enjoy a hybrid work model with three days in central London and potential contract extension.
- Why this job: Make a real impact by improving customer complaint handling and compliance standards.
- Qualifications: Experience in complaints handling and strong knowledge of FCA DISP rules required.
- Other info: This is a structured role ideal for detail-oriented individuals looking to grow in financial services.
The predicted salary is between 42000 - 60000 £ per year.
We’re working with a leading legal and advisory firm on a high-profile regulatory remediation programme involving historic customer complaints in the retail banking sector. We’re looking for a Complaints Assurance Analyst to support the review and quality assurance of previously-handled complaints, ensuring compliance with FCA expectations. This is a 6-month contract with strong potential for extension. The role is hybrid, with three days per week required on-site in central London.
You will be responsible for:
- Reviewing historic customer complaint cases for regulatory compliance and outcome fairness
- Conducting sample-based QA and audit testing across large complaint populations
- Applying knowledge of DISP rules and FCA expectations to remediation activity
- Identifying issues in case handling or customer treatment during the complaint lifecycle
- Supporting documentation and escalation processes for findings
Experience in complaints handling, complaints QA, or remediation within financial services
A strong understanding of FCA DISP rules and relevant conduct regulation
Familiarity with retail banking products such as packaged accounts, pension reviews, or investment advice
Prior involvement in large-scale complaints programmes or regulatory reviews (desirable)
A structured, detail-oriented approach and the ability to work independently within QA frameworks
Initial 6-month contract.
Complaints Assurance Analyst employer: G MASS
Contact Detail:
G MASS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Assurance Analyst
✨Tip Number 1
Familiarise yourself with the FCA DISP rules and relevant conduct regulations. Understanding these guidelines will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Network with professionals in the financial services sector, especially those involved in complaints handling or regulatory reviews. Engaging with industry contacts can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of your experience with complaints QA or remediation. Highlighting your structured approach and attention to detail will showcase your suitability for the role.
✨Tip Number 4
Stay updated on current trends and challenges in the retail banking sector. Being knowledgeable about recent developments will allow you to engage in meaningful conversations during interviews and show your enthusiasm for the role.
We think you need these skills to ace Complaints Assurance Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Assurance Analyst. Familiarise yourself with FCA DISP rules and the specifics of the retail banking sector to tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in complaints handling, quality assurance, or remediation within financial services. Use specific examples to demonstrate your understanding of regulatory compliance and outcome fairness.
Craft a Strong Cover Letter: Your cover letter should clearly articulate why you are a good fit for this role. Mention your structured approach, attention to detail, and ability to work independently, as these are key attributes for the position.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that all information is accurate and relevant to the job description.
How to prepare for a job interview at G MASS
✨Know Your FCA and DISP Rules
Make sure you brush up on the FCA DISP rules and relevant conduct regulations before your interview. Being able to discuss these in detail will show that you understand the compliance landscape and can apply this knowledge effectively in your role.
✨Demonstrate Your QA Experience
Prepare to talk about your previous experience in complaints handling and quality assurance. Have specific examples ready that highlight your structured approach and attention to detail, as these are crucial for the role.
✨Familiarise Yourself with Retail Banking Products
Since the role involves reviewing complaints related to retail banking products, it’s beneficial to have a solid understanding of these products. Be ready to discuss how your knowledge can help in identifying issues during the complaint lifecycle.
✨Showcase Your Problem-Solving Skills
Think of instances where you've identified issues in case handling or customer treatment. Be prepared to explain how you approached these problems and what steps you took to resolve them, as this will demonstrate your analytical skills and ability to work independently.
