Senior Complaints Insight Specialist

About the role

Senior Complaints Insight Specialist – Nottingham Trent House (95002), United Kingdom, Nottingham, England (permanent).

• Lead Insight Projects: initiate and manage complaints insight initiatives from problem‑solving through to successful implementation alongside internal stakeholders.
• Trend Identification: partner with the UK Customer Operations management team to identify real‑time dissatisfaction trends and drive initiatives that improve customer outcomes and operational efficiency.
• Strategy &
  
  Risk Management:
  
  manage and enhance the complaints strategy, including associated risks and process controls, while maintaining clear communication with internal partners.
• Stakeholder Storytelling: prepare and deliver concise, compelling written reports and presentations that translate complex data into actionable recommendations for the business.
• Regulatory Reporting & Analysis: leverage internal, industry and Financial Ombudsman Service (FOS) data to uncover root causes, while collaborating globally to deliver key regulatory reports.

• Data Storytelling & Visualisation: exceptional ability to build engaging presentations and use data visualisation to turn complex numbers into simple, compelling narratives.
• Analytical Expertise: strong experience using both qualitative and quantitative analytical methods to evaluate large datasets and find root causes.
• Collaboration & Interpersonal
  
  Skills:
  
  proven track record of fostering teamwork and collaborating effectively across diverse disciplines and organisational levels.
• Strategy & Process Improvement: detail‑oriented mindset with hands‑on experience in strategy design, process management and delivering sustainable operational improvements.
• Creative Problem Solving: an outside‑the‑box thinker who can cut through complexity to deliver straightforward, actionable solutions.

• Regulated Environment
  
  Experience:
  
  prior experience working within a regulated complaints handling environment.
• Digital Tools: proficiency with collaborative tools, specifically Google Workspace (including Google Sheets and Google Slides).

This is a permanent position based in our Nottingham office. We embrace a hybrid approach to work – three days a week in the office (Tuesday‑Thursday) and Monday and Friday dedicated work‑from‑home days.

• Competitive pension and performance‑based bonus schemes.
• Start with 25 days of annual leave, increasing with tenure; option to buy 5 additional days.
• Access to premium care through private medical insurance.
• Enhanced parental leave and family support.
• Up to £5,000 in funding for external qualifications.
• Full list of benefits available upon request.

We are an equal opportunity employer. We value diversity, inclusion and belonging at the core of our culture. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, or any other protected status.