Client Complaint Analyst in London

Trust unlocks our greatest potential. For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

What you can expect: ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

Reporting to the Senior Client Complaint Analyst, you will support the fair, timely and effective management of client complaints across ClearBank. You will investigate complaints, identify root causes, collaborate with internal stakeholders and help ensure positive customer outcomes while maintaining compliance with regulatory requirements and internal policies.

Your role includes:

• Investigating client complaints from receipt through to resolution, ensuring fair outcomes and adherence to complaint handling standards
• Managing complaints within agreed service levels and regulatory deadlines
• Gathering and analysing information from internal systems, teams and stakeholders to support investigations and decision making
• Producing clear, accurate and customer-focused written responses
• Identifying trends, recurring issues and root causes and escalating concerns where appropriate
• Supporting continuous improvement initiatives that enhance customer outcomes, operational efficiency and complaint management processes
• Building trusted relationships across Client Services, Financial Crime, Operations, Product and other business teams to deliver the best outcome for customers and the Bank

What you’ll bring: To excel in this role, you’ll also need:

• Experience in a customer service, complaints, operations, financial services or regulated environment
• Strong analytical and problem-solving skills with excellent attention to detail
• Ability to apply policies, procedures and controls consistently when investigating issues
• Excellent written and verbal communication skills with the ability to explain complex matters clearly
• Strong organisational skills with the ability to manage multiple priorities effectively
• A collaborative mindset and willingness to seek support and escape issues appropriately
• Resilience, curiosity and a commitment to delivering positive customer outcomes

What we offer in return:

• Flexible work culture supporting a strong work-life balance
• 27 days of annual leave per year, plus bank holidays
• Option to buy or sell up to five days of annual leave each year
• Flexibility to work outside of the UK for up to 30 days in a rolling 12-month period
• Regular social events open to all
• Option to swap your bank holidays to any other day of your choice
• 24/7 employee assistance programme including mental health support, life assurance and income protection
• Private healthcare and discounted dental cover
• Enhanced family-friendly leave
• Personal development budgets and opportunities for training

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.