Overview
We are seeking a passionate and driven individual to join our team of Complaint experts as a Complaints Governance Analyst. This role is key to ensuring the organisation delivers fair and positive outcomes for its customers. You will conduct detailed reviews of customer interactions, processes, and outcomes as part of the complaints journey, to ensure compliance with regulatory requirements, internal policies, and industry best practices. Additionally, you will provide actionable insights, to enhance customer experience and reduce risks. A key part of this role involves chairing meetings for Complaints Champions across the business, leading discussions, sharing best practices, and driving collaboration to ensure a consistent and effective approach to complaints handling. How you'll make an impact Customer Outcome Testing: Conduct detailed reviews of customer complaints to ensure fair outcomes, regulatory compliance (, FCA Consumer Duty), and identify areas for improvement. Data Analysis & Reporting: Analyse trends, prepare reports and dashboards, and monitor corrective actions to drive continuous improvement. Stakeholder Engagement: Collaborate with internal teams, provide feedback, and chair meetings to enhance processes and promote customer-centric practices. Regulatory Compliance: Stay up to date with regulatory changes, align testing frameworks with requirements, and support regulatory reviews and audits. Continuous Improvement: Enhance testing frameworks, develop training materials, and foster a culture of customer-centricity across the organisation. About You Proven experience in a compliance, risk, or quality assurance role, preferably within the insurance or financial services sector. Strong knowledge of customer outcome testing frameworks and methodologies. Excellent understanding of FCA Complaint DISP rules, Consumer Duty, and their application to cases. Technical knowledge and experience of the UK regulatory framework as it applies to insurance brokers, with a focus on customer outcomes and complaints-handling. Familiarity with regulatory requirements and the latest developments affecting insurance brokers. Proficiency in data analysis tools and techniques (, Excel, Power BI). Ability to quickly grasp new subjects and deliver high-quality output within tight deadlines. Awareness of the wider impact of regulation on consumers and businesses. Right to work in the UK. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…