Complaints Business Partner in Newport

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We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the Role

We're looking for a dynamic Complaints Business Partner to lead a team of passionate Complaints Insight Specialists. Your mission: turn feedback into action, drive meaningful improvements, and create a culture where proactive analysis transforms client outcomes. If you thrive on collaboration, data-driven insights, and making a real impact across the business, this is your opportunity to lead change.

What you'll be doing:

• Act as a central liaison for the client services function, on all aspects of complaints and insights.
• Support our key business functions in identifying the points of highest strategic value and leverage in order to eliminate the root cause of client complaints.
• Work to make a stepped reduction in complaints, by initiating and implementing insight projects and problem-solving activities, across the business.
• Deep analysis of data driving transformation, to capture a deep understanding of how to improve our client journeys.
• Design and drive powerful customer data, partnering with areas to achieve excellent customer outcomes.
• Collaborative working across the business to drive a business that is easy to do business with.
• Managing a small team of Insight and RCA (Root cause analysis) analysts.

About you:

• Experience in complaints, preferably in the financial services sector.
• Excellent analytical skills with the ability to present information to senior stakeholders.
• Strong stakeholder management and communication skills, both oral and written, and ability to influence and negotiate at all levels.
• Management experience.
• Ability to analyse interpret trends and report on them.
• Organised and able to prioritise and manage workload.
• Proactive, resourceful and able to use initiative.
• Strong presenting skills, ability to deliver a message confidently.
• Ability to work collaboratively in a team and with stakeholders.
• Qualification in six sigma (preferred).

Interview process:

This will be a two-stage interview process consisting of competency-based questions and a presentation.

Working Schedule:

The role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review.
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure.
• Option to purchase an additional 5 days holiday**.
• Flexible working options available, including hybrid working.
• Enhanced parental leave.
• Pension scheme up to 11% employer contribution.
• Income Protection and Life insurance (4 x salary core level of cover).
• Private medical insurance*.
• Health care cash plans - including optical, dental, and outpatient care.
• Health screening programme.
• Help@hand - confidential support including mental health counselling and remote GP.
• Wellhub - unlimited access to fitness providers and wellness coach sessions.
• Variety of travel to work schemes with bike storage and shower facilities.
• In-house barista and deli serving subsidised coffee and sandwiches.
• Two paid volunteering days per year* dependant on role level.

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates.