Senior Complaints Analyst

📋 Description

• Lead audits of post-QC and dispute-related complaint cases to verify required updates, final
• Drive calibration, scorecard, and documentation improvements across the quality review process
• Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and
• Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable
• Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints

🎯 Requirements

• 5+ years of experience in complaints handling, quality review, investigations, or risk within
• Applied knowledge of complaint-management regulatory expectations, customer fairness principles
• Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate
• Track record of influencing cross-functional partners and leading through subject-matter expertise
• Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Target annual base salary: £61,800 GBP
• Total compensation may include equity and bonus eligibility
• Benefits including medical, dental, and vision