Senior Analyst, Complaints, Operations Support, UK (11 months contract)

We are looking for a Senior Complaints Analyst to join our team. The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service.

Responsibilities

Take ownership of complaints from start to finish; Investigate complaints and identify the root cause of the issue; Communicate with complainants through various channels to resolve complaints in a timely and professional manner; Work closely with relevant departments to identify systemic issues and develop solutions to prevent future complaints; Maintain required productivity and quality levels; Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies; Ensure all responses meet FOS and FCA requirements, adhering to TCF and Consumer Duty outcomes; Conduct fact-finding and critical analysis to identify recurring themes and suggest process improvements; Draft clear, concise, and compliant final response letters explaining complex financial findings in accessible, jargon-free language; Identify and provide tailored support for customers in vulnerable positions; Liaise with internal teams such as Operations, Compliance and Product to gather data and resolve cases efficiently

Requirements

Demonstrable experience in managing UK-based financial complaints within a regulated environment; Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly (TCF)); Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations; Ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally; Highly organised with the ability to multitask and meet strict regulatory deadlines; Strong attention to detail and a passion for finding solutions to complex, non-standard situations; Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira

Nice to have

Startup or fast-paced FinTech experience demonstrating adaptability and proactive problem-solving; Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute; Professional Banker Certificate

Benefits

Competitive salary; Self & Family Health Insurance; Term & Life Insurance; OPD Benefits; Mental wellbeing through Plumm; Learning & Development Budget; WFH Setup allowance; 15 days of Privilege leaves; 12 days of Casual leaves; 12 days of Sick leaves; 3 paid days off for volunteering or L&D activities