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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