Own Formal Resolutions: Manage the end to end investigation of regulated complaints in accordance with the FCA’s DISP framework, ensuring all responses meet strict regulatory and internal standards for grammar, tone, and timeliness.
Act as an Independent Critic: Review escalations and complaints with total impartiality, deciding whether to uphold a complaint and determining appropriate compensation in line with our internal policies.
Identify Root Causes: Manage and develop our Root Cause Analysis process. Distinguish between symptoms and actual problems, classify complaints into appropriate categories, and utilise product and process knowledge to understand what our clients are complaining about.
Drive Business Change: Translate complaint data into actionable reports. You will help prepare and present monthly report decks to Product Owners and Heads of Department to drive process and product improvements.
Classify and Quantify: Use Google Sheets, pivot tables, and AI tools to categorize complaints by product, feature, and issue type to visualize trends.
Direct Client Engagement: Pick up the phone when a written response isn't enough, explaining complex resolutions to clients with clarity and empathy.

Regulatory Knowledge: Experience handling formal complaints within an FCA regulated business; familiarity with DISP rules is a major plus.
Investigative Curiosity: A natural desire to dig deeper. You aren't satisfied with the first explanation and will hunt for the data to prove what actually went wrong.
Analytical Mindset: You are comfortable working with spreadsheets to spot patterns and can tell the difference between an isolated incident and a systemic trend.
Exceptional Communication: Perfect English grammar and writing skills are non-negotiable. You must be able to deliver difficult news or admit fault with professional grace.
Decision Making Autonomy: You are comfortable making the final call on a case and coming to your manager with proposed solutions rather than just problems.
Local Presence: This role is remote friendly but we are looking for UK based candidates (ideally London) to ensure local support and language alignment.

Impact from day one: Your investigations will lead directly to product fixes and improved customer experiences.
Strategic Visibility: You will support high level meetings with product leads, providing the evidence they need to prioritize their backlogs.
Supportive Leadership: You will report to a manager committed to providing the procedures and training you need to master our specific platform.
Remote and flexible: Work from wherever suits you best within the UK. We care about outcomes, not time zones.

Complaints Analyst

Key skills