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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 6-month contract with opportunities for growth in the financial services sector.
The predicted salary is between 36000 - 60000 £ per year.
We are 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 are 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
Requirements:
- 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 Consulting
Contact Detail:
G MASS Consulting 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. This knowledge will not only help you in the role but also demonstrate your commitment and understanding of the regulatory landscape during any discussions.
✨Tip Number 2
Network with professionals in the financial services sector, especially those involved in complaints handling or quality assurance. Engaging with industry peers can provide valuable insights and may even lead to referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that highlight your ability to handle complaints and ensure compliance. Being able to articulate your contributions to previous remediation programmes will set you apart from other candidates.
✨Tip Number 4
Stay updated on current trends and challenges in the retail banking sector. Showing awareness of recent developments can help you engage in meaningful conversations during interviews and demonstrate your proactive approach to the role.
We think you need these skills to ace Complaints Assurance Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Highlight your experience in complaints handling and regulatory compliance, as these are crucial for the Complaints Assurance Analyst position.
Tailor Your CV: Customise your CV to reflect relevant experience in financial services, particularly in complaints QA or remediation. Emphasise your understanding of FCA DISP rules and any familiarity with retail banking products.
Craft a Strong Cover Letter: Write a compelling cover letter that connects your skills and experiences to the specific needs of the role. Mention your structured approach and ability to work independently within QA frameworks, as these traits are essential for success in this position.
Proofread Your Application: Before submitting, carefully proofread your application materials for any errors or inconsistencies. A polished application demonstrates attention to detail, which is vital for a role focused on quality assurance.
How to prepare for a job interview at G MASS Consulting
✨Know Your FCA Rules
Make sure you have a solid understanding of the FCA DISP rules and how they apply to complaints handling. Brush up on any recent changes or updates, as this will show your commitment to compliance and your ability to stay informed.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you successfully handled complaints or conducted quality assurance. Be ready to discuss these examples in detail, highlighting your structured approach and attention to detail.
✨Understand the Role's Requirements
Familiarise yourself with the key responsibilities of a Complaints Assurance Analyst. Be prepared to explain how your skills and experiences align with these tasks, particularly in relation to regulatory compliance and audit testing.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to complaint handling and their expectations for the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
