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Closing Date: Friday 2nd May 2025
We're looking for a Complaints Control Analyst to join our team. In this role, you'll identify regulatory failings in customer communications, manage workflow visibility for complaint handlers, and drive quality improvement through detailed analysis and reporting. Your work will directly impact our regulatory compliance and help us deliver better customer experiences. If you're detail-oriented with strong analytical skills and a passion for process improvement, we want to hear from you.
Key Responsibilities
1. Identify Regulatory Failings: Review customer outcome and service level letters for compliance with regulatory standards and identify any failings that may impact customer experience or regulatory requirements.
2. Monitor and Manage Worklists: Ensure all available work is visible to complaint handlers by regularly monitoring worklists. This includes reassigning cases that have been incorrectly assigned or are not in active worklists.
3. Raise IT Incidents: Identify issues within the complaint management system, such as incorrect letters being generated, and raise IT incidents to address these issues promptly.
4. Report Failures and Escalations: Notify leadership of letter failures and other issues, ensuring timely remedial actions are taken to resolve problems and maintain compliance.
5. Quality Assurance of Complaint Logging: Conduct regular quality assurance checks on complaints logged by back-office teams to ensure cases are properly logged, backdated, and acknowledged according to regulatory requirements.
6. Review Reopened, Withdrawn, and Duplicate Complaints: Regularly check complaints that are reopened, withdrawn, or flagged as duplicates to ensure actions are taken correctly and in line with regulations.
7. Manage Worklists for Specific Categories: Review and manage worklists for Modified, QA, Reopen, and 8-week cases, ensuring that completed cases are removed, and incomplete cases are assigned for further action.
8. Generate Weekly Reports: Prepare and submit weekly reports to leadership, highlighting risks identified, any concerns, and the status of ongoing actions and issues within the complaint handling process.
9. Provide Feedback: Submit feedback on potential improvements in processes, complaint handling, or system issues to ensure continuous improvement in complaint management.
Skills And Experience Required
1. Experience working in a complaints focused role.
2. A good understanding of both regulatory compliance and customer service operations, particularly in handling complaints.
3. A strong grasp of industry regulations, such as financial conduct authority rules, data privacy requirements, and complaint management standards.
4. Expertise in quality assurance processes, complaint handling systems, and IT systems is essential to identify and address errors or inconsistencies in complaint logging, process and regulatory letters.
5. Strong collaboration and communication skills to effectively work across various internal teams, including complaint handlers, IT, and leadership.
6. Able to influence and negotiate with stakeholders to resolve issues.
7. The ability to present findings clearly, escalate concerns appropriately, and work with both internal teams and external vendors (such as IT support) to ensure that the complaint system operates efficiently.
Benefits
* Competitive salary and annual discretionary bonus
* 25 days annual leave plus bank/public holidays, with options to buy up to 5 additional days
* Training and career progression opportunities
* Health cash plan covering healthcare costs, including dental, optical, physiotherapy, and virtual GP services
* Attractive pension scheme
* Life assurance of 4x basic salary
* Access to online benefits portal for savings, lending, and wellbeing services
* Salary Finance for savings and borrowing
* Car leasing scheme with all-inclusive monthly costs
* Interest-free travel loans
* Cycle to Work scheme
* Discounted gym memberships and virtual workout sessions
* Volunteer opportunities via OnHand app
* Employee Assistance Programme for support on various issues
* Free protection plans and discounts on services and retail products
Equal Opportunities
Domestic & General are an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnicity, religion, sexual orientation, gender reassignment, or marital/family status.
Additional Notes
We conduct thorough referencing, including criminal record checks.
Apply now with your updated CV or Resume and join our journey of growth and excellence.
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