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 identify systemic issues where trends emerge. Ensure that complaints are managed and resolved within the agreed timeframes. Apply Consumer Duty principles by focusing on good customer outcomes in all investigations and recommendations made to operational teams. Cooperate with the Financial Ombudsman Service (FOS) when complaints have been escalated to collate all relevant information. Bi-Annual collation the information for the Complaints Return for the Financial Conduct Authority. Knowledge, Skills, and Personality: Experience in pensions administration, financial services, or a regulatory environment. Analytical mindset with a methodical approach to problem solving and investigation. Excellent written and verbal communication skills, particularly in writing formal responses. Previous experience of incident analysis and/or complaints handling. Education, qualifications, and special training: A qualification in pension administration is desirable but not essential as support can be offered with professional qualifications. Location & Hours This role can be based in Peterborough with potential regular travel to the Nottingham site when required. Quai Digital, 16 Tesla Court, Innovation Way, Peterborough, PE2 6FL Quai Digital (Intelligent Money), The Shire Hall, High Pavement, Nottingham, NG1 1HN 35 hours per week, Monday to Friday 9am to 5pm Hybrid working is supported with 2/3 days in the office Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.