Complaints Insight Specialist (198610)

Complaints Insight Specialist

Apply below after reading through all the details and supporting information regarding this job opportunity.

Nottingham hybrid working.

Competitive salary up to £45,000 plus bonus and benefits.

This is an opportunity to join a high-impact insight function where customer complaints are treated as a strategic asset. You will translate complex customer feedback and operational data into meaningful improvements, influencing decision making across a large, regulated organisation.

The Company

They are a well-established, data-led financial services organisation undergoing continued transformation. Insight and analytics play a central role in shaping customer outcomes and driving operational efficiency. The business has a collaborative culture, with strong investment in people, technology, and continuous improvement. Teams work cross-functionally to deliver measurable change across customer operations and strategy.

The Role

• Lead and deliver complaints insight projects, turning data into actionable recommendations for stakeholders
• Identify emerging customer dissatisfaction trends and support real-time performance improvements
• Analyse complaint drivers using both qualitative and quantitative techniques, including external and regulatory data sources
• Produce clear, compelling reports and presentations for a range of internal audiences
• Support the development and optimisation of complaints strategy, including risk and process controls
• Partner with operations and wider business teams to drive customer outcome improvements and cost efficiencies
• Create data-driven narratives that explain root causes and highlight opportunities for change
• Contribute to regulatory reporting and ensure insight aligns with compliance requirements

Your Skills & Experience

• Strong experience in customer insight, complaints analytics, or operational analytics within a regulated environment
• Ability to combine qualitative and quantitative data to generate meaningful business insight
• Strong storytelling and data visualisation skills, with experience presenting to non-technical stakeholders
• Experience identifying trends, root causes, and improvement opportunities xwzovoh from complex datasets
• Collaborative approach with the ability to influence across multiple teams
• Commercial mindset with a focus on driving measurable outcomes
• Familiarity with tools such as spreadsheets and presentation platforms to communicate insight effectively

What They Offer

• Strong career progression within a growing insight and analytics function
• Comprehensive benefits package including pension, healthcare, and flexible benefits
• Ongoing learning and development through structured training programmes

How to Apply

If you are interested in this Complaints Insight Specialist opportunity, please apply with your CV to discuss further.