Complaints Analyst

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.

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