Complaints Oversight Analyst

Job Type: Permanent

Closing Date: 6th November

Location:

Telford.

Salary and benefits: £36,000, discretionary bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!

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.

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.

As a Complaints Oversight Analyst, you'll play a key role in helping Standard Life deliver fair customer outcomes and maintain high standards of complaint handling across our business and third-party suppliers. Working within the Risk and Governance team, you'll provide oversight, guidance and challenge to ensure complaints are handled consistently, regulatory requirements are met and customer interests remain at the heart of decision-making.

You’ll work closely with internal teams and external service providers to identify emerging risks, analyse complaint trends and drive improvements to customer journeys and complaint processes. Through effective oversight, root cause analysis and governance reporting, you'll help ensure lessons are learned, risks are addressed and opportunities to enhance the customer experience are identified.

This is a varied role that combines complaint expertise, stakeholder management and analytical thinking. You'll support Financial Ombudsman Service (FOS) activity, provide insight to governance forums, influence positive change and help shape the ongoing development of our complaint handling standards, controls and oversight framework. It's an excellent opportunity for someone who is passionate about customer outcomes and enjoys working collaboratively to deliver meaningful business improvements.

• Support the relationship between Standard Life and its third-party suppliers, collaborating across Group functions including Legal, Risk, Compliance and Data Protection.
• Act as a key point of contact for complaint escalations, overseeing complaint timelines, redress assessments and customer outcomes.
• Act as a key point of contact for complaints referred to the Financial Ombudsman Service (FOS), ensuring timely engagement and appropriate oversight of outcomes.
• Drive service improvement through effective root cause analysis, identifying trends, emerging risks and opportunities to improve customer outcomes.
• Provide subject matter expertise and constructive challenge to improve complaint handling processes, controls and customer journeys.
• Coach, train and support colleagues and third-party suppliers to promote consistent complaint handling standards and regulatory compliance.
• Analyse management information and complaint data, ensuring accuracy, integrity and suitability for reporting and decision-making purposes.
• Identify opportunities for improvement through the analysis of complaint trends, process failures, control…