Complaints Analyst

Based in Manchester City
5 days a week in office

About the Company

Our client is an insurance firm that offer a range of insurance products, including Employers and Public Liability and Tax Investigation Fee Protection.

The Role

We are seeking a detail-oriented and customer-focused Complaints Analyst. As part of the Compliance Department, you will play a pivotal role in ensuring the business provides exceptional service by resolving escalated and complex customer complaints efficiently, in line with FCA regulations.

Key Responsibilities:

Log, acknowledge, and manage customer complaints promptly and accurately.
Investigate complaints thoroughly, ensuring all relevant information is collected.
Draft high-quality letters and provide clear, well-reasoned outcomes.
Collaborate with internal teams and external partners to resolve issues.
Monitor the customer journey to ensure positive outcomes.
Support the Compliance Team with monitoring activities.

What We're Looking For:

Experience in financial services and complaints handling.
Strong analytical and investigative skills.
Attention to detail.
Excellent written and verbal communication skills.
Ability to prioritise tasks and work under pressure to meet deadlines.
Motivated, organised, and flexible in approach.

48583CH

INDMANJ