Embark on a rewarding and challenging career as a Complaints Assurance Analyst with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.
As a Complaints Assurance Analyst in Complaints Assurance, you strengthen our complaints control environment through disciplined assurance work, clear insight, and effective stakeholder engagement. You turn complaints and assurance data into decision-useful outputs for senior stakeholders and product teams, helping us improve customer outcomes and business performance. You help us embed evolving Financial Conduct Authority complaints policy requirements into day-to-day practices and assurance routines, while delivering high-quality work to agreed timelines.
Job responsibilities
- Provide complaints-related data, analysis, and insight to stakeholders across the business
- Ensure outputs are accurate, timely, and aligned to agreed definitions and governance
- Develop senior-ready PowerPoint materials that communicate trends, drivers, emerging risks, and recommended actions
- Identify emerging issues and translate insights into practical recommendations for stakeholders and product teams
- Complete and evidence complaints controls, maintaining a strong audit trail
- Support effective oversight by documenting assurance activity and control outcomes clearly
- Collaborate across teams to translate insight into process improvements and more consistent complaints handling
- Manage multiple workstreams and competing priorities without compromising quality
- Deliver to tight deadlines in a delivery-focused environment
- Support implementation of new and updated Financial Conduct Authority complaints policies into day-to-day practices and assurance routines
Required qualifications, capabilities, and skills
- Strong analytical capability
- Confident working with operational and assurance data to produce clear, actionable insight
- Experience building structured, executive-ready narratives in PowerPoint
- Highly competent in Excel for data preparation, analysis, and quality checks
- Demonstrate strong control discipline, including attention to detail, evidence management, and an ability to work within defined governance and risk frameworks
- Ability to collaborate effectively across functions, communicate clearly with both technical and non-technical stakeholders, and remain effective under time pressure
Preferred qualifications, capabilities, and skills
- Experience in complaints operations, assurance, controls, risk, compliance, or conduct-related environments is beneficial, particularly where work is aligned to FCA expectations.
- Familiarity with additional data and visualisation tools (for example, SQL, Power BI, Tableau, or similar) is a plus, as is experience with root cause analysis and process improvement methods.
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