Complaints Analyst

Job Type: Permanent

Closing Date: 10th March 2025

Location and flexible working: Birmingham, Edinburgh, London or Telford. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process.

Flexible working: All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here

Salary and benefits: £40,000 - £50,000 plus bonus 8% - 16%,  private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

We’re currently recruiting for a Complaints Analyst to join our Client Services Team in Retirement Solutions. The successful candidate will support in managing the relationship with our third-party suppliers. Working to improve customer outcomes for Annuity customer by using their experience and passion to resolve complaints in line with regulatory timescales.

Working within a growing, brilliant, friendly risk and oversight team across our UK locations, you will support many aspects of the end-to-end Annuity complaints process to achieve great customer outcomes for our Annuity customers. This is a fantastic opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to challenge how we can make things simpler for our customers and delivering consistency in how we support our customers across suppliers.

Key Responsibilities

• Support the relationship between Phoenix and its third-party suppliers. Including collaborating across Group, i.e., legal, data protection.
• Be a key point of contact for any complaint escalations; overseeing timelines, loss assessments and complaint outcomes.
• Be a key point of contact for any complaints referred to the FOS.
• Drive service improvement by running effective root cause analysis across annuity complaints.
• Provide subject matter expertise to challenge and improve customer complaint journeys.
• Coach, train and support colleagues and Phoenix’s third-party suppliers.
• Analyse management information and data, ensuring that the quality is accurate and appropriate for use. Whilst identifying room for improvement and ensuring that regulatory reporting requirements are adhered to.
• Deliver regular complaint reporting providing insight to drive decisions to improve customer outcomes.

What We’re Looking For

Essential

• Previous complaint analyst experience
• An understanding of complaint regulatory requirements
• An excellent communicator, capable of clearly and effectively presenting ideas to both internal and external stakeholders
• MI and reporting background
• Annuity product knowledge

Desirable

• Bulk Purchase Annuity (BPA) product knowledge

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

 If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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