Employer description & source details
We are looking for a Senior Complaints Analyst to join our team. The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service. As a Senior Complaints Analyst, you’ll be expected to: Take ownership of complaints from start to finish Investigate complaints and identify the root cause of the issue Communicate with complainants through various channels to resolve complaints in a timely and professional manner Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints Maintain required productivity and quality levels Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment. Financial I
Extracted skills: operations