INCIDENTS & COMPLAINTS ANALYST

Overall purpose of the job: Reporting into the Operations Support Manager, the Incidents and Complaints Analyst is responsible for monitoring, analysing, and investigating operational incidents and customer complaints. The role requires root cause identification, timely resolution, trend analysis, and continual improvement recommendation making. This must be whilst meeting regulatory requirements and upholding Consumer Duty standards to deliver good outcomes for pension scheme members and customers.

Main Activities & Responsibilities: Investigate and analyse operational incidents and collaborate with internal teams to ensure timely corrective action and preventative measures are implemented to mitigate the risk of recurrence. Produce incident trend analysis MI and commentary for Operational Managers and Senior Leadership Team. Completion of price comparisons and any loss/gain analysis for customers that may have been financially disadvantaged by an incident. Logging and acknowledging incoming customer complaints and maintaining the Complaints Register and dashboard. Perform thorough investigations into complaints to understand the root cause and provide clear written responses to customers. Liaise with operational teams to gather evidence to inform resolutions as well as...