Job Description

We’re looking for a Senior Complaints Analyst to join our Risk and Governance team. If you’re looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you’ll thrive here.

Job Type: Permanent

Location: This role is based in our Telford office working 5 days a week from the office initially spent whilst training completes (up to 6 months) then 3 days in the office thereafter and 2 days working from home.

Flexible working: All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about flexible working here.

Salary and benefits: From £33,100 depending on experience plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Closing date: 5th November

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Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

The role

This is an exciting opportunity to join a growing Complaints function at a time of significant transformation and investment in customer outcomes. As a Senior Complaints Analyst, you'll be trusted to investigate some of our most complex and sensitive complaints, helping to ensure we deliver fair outcomes for customers while protecting the business from regulatory and reputational risk.

No two days are the same. You could be leading an investigation into a complex retirement or annuity complaint, preparing a business file for the Financial Ombudsman Service, analysing complaint trends to identify emerging risks, or presenting insights and recommendations to senior stakeholders. You'll work closely with operational teams, Risk, Legal, Compliance, Customer Experience and senior leaders across the business to drive positive customer outcomes and influence meaningful change.

This role offers the opportunity to become a recognised subject matter expert in complaint handling, customer outcomes and Financial Ombudsman Service expectations. You'll play a key role in identifying root causes, influencing process improvements and ensuring lessons learned from complaints result in lasting improvements for both our customers and our business.

If you're someone who enjoys solving complex problems, influencing stakeholders, making decisions that matter and driving continuous improvement, this role offers excellent exposure, variety and development opportunities. You'll have the chance to build strong relationships across the organisation, contribute to governance forums and help shape the future of complaint handling within Standard Life.

Key Responsibilities

• Manage complex and high-profile complaints and escalations, including Executive, CEO, media and regulatory cases, through investigation to resolution in line with FCA requirements and customer outcome expectations.
• Manage Financial Ombudsman Service referrals through to conclusion, acting as a key point of contact and ensuring high-quality case management and business files.
• Deliver fair, timely and evidence-based complaint decisions, applying sound judgement and appropriate support in complex cases, including those involving vulnerable customers.
• Analyse complaint trends and conduct root cause analysis, identifying process failures, control weaknesses, emerging risks and opportunities to improve customer outcomes.
• Drive improvements arising from complaint investigations, influencing corrective actions and supporting their implementation and ongoing monitoring.
• Build effective relationships across Operations, Risk, Compliance, Customer Experience and senior stakeholders, providing expert guidance and influencing complaint outcomes and improvements.
• Produce management information, governance reporting and insight, representing the Complaints function at governance forums, working groups and stakeholder meetings.
• Act as a subject matter expert in complaint handling, customer outcomes, vulnerable customers and FOS expectations, coaching and sharing knowledge to build capability across the wider team.

What are we looking for?

Essential

• Strong knowledge and experience of pensions, annuities or wider retirement products, with a thorough understanding of FCA complaint handling requirements and Financial Ombudsman Service processes.
• Experience investigating and resolving complex customer complaints, escalations and regulatory referrals, including sensitive cases involving vulnerable customers.
• Proven analytical and root cause analysis skills, identifying complaint trends, applying sound judgement and identifying opportunities to improve customer outcomes.
• Experience producing high-quality complaint responses, business files and governance reporting, with the ability to communicate complex technical matters clearly.
• Demonstrable stakeholder management and influencing skills, working across multiple business areas to resolve issues and drive customer outcome improvements.
• Strong organisational skills, managing competing priorities, complex cases and tight deadlines.
• Experience contributing to or leading governance forums, working groups and stakeholder discussions.

Desirable

• Experience managing Financial Ombudsman Service referrals and Executive or CEO complaints.
• Quality assurance, regulatory oversight or complaint governance experience.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in, so apply early to avoid missing out.

Find out more about working at Standard Life

• Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us

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