Complaints Control Analyst Location : Hybrid from any D&G location Salary: £25,000 Contract Type: Permanent 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: 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. 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. 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. Report Failures and Escalations : Notify leadership of letter failures and other issues, ensuring timely remedial actions are taken to resolve problems and maintain compliance. 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. Review Reopened, Withdrawn, and Duplicate Complaints : Regularly check complaints that are reopened, withdrawn, or flagged as duplicates to ensure actions are taken correctly and in line with regulations. 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. 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. 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: Experience working in a complaints focused role. A good understanding of both regulatory compliance and customer service operations, particularly in handling complaints. A strong grasp of industry regulations, such as financial conduct authority rules, data privacy requirements, and complaint management standards. 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. Strong collaboration and communication skills to effectively work across various internal teams, including complaint handlers, IT, and leadership. Able to influence and negotiate with stakeholders to resolve issues. 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. We offer lots of great benefits Some of which include: Competitive salary and annual discretionary bonus 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave Training opportunities as well as clearly defined career progression Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service Attractive company pension scheme Life assurance – employer funded cover of 4x basic salary Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services Salary Finance – access to savings and borrowing through payroll Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles Travel Loans – interest free loans to help spread the cost of annual travel tickets Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000 Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please note that we have a thorough referencing process, which includes criminal record checks. Don't hesitate, submit your application and up to date CV or Resume now At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.