Complaint Analyst

Job reference RA3620 - Grade E/Universal

Job summary

ReAssure, part of Phoenix Group are looking to recruit a dedicated Complaint Analyst to join our award winning complaints team within the Customer Services Support function. The position will be based in Telford on a permanent basis. This vacancy represents an opportunity to join one of Telford’s largest employers, within an ever-changing environment where you will discover the potential to perform and grow.  

In this role as a Complaints Analyst, you will be responsible for investigating customer administration complaints and communicate fair outcomes to customers over the telephone. This is a fast paced, interesting role giving you the opportunity to problem solve and work across a wide range of products and processes. 

Key responsibilities include: 

  • Analyse complaints to identify key root cause and complaint reduction opportunities. Completing daily tasks to a high level 
  • Maximise number of telephone complaints and deliver fair outcomes for customers. 
  • Convey decisions both verbally and in writing and promoting clear communication with customers.  
  • Identify and analysing root cause. Escalating trends when identified 

Key skills/experience required: 

  • Strong customer communication skills  
  • Ability to make effective decisions under pressure.  
  • Numerate and computer literate 
  • Strong attention to detail 
  • Ability to think analytically and should be a problem solver 
  • Able to multi-task and switch priorities to suit changing business needs. 
  • Ability to work under own initiative 
  • Proven ability to adapt to change and have a flexible attitude at work 
  • Ideally have 6 months experience of life and pensions industry  

ReAssure is a highly respected name in the heritage Life Insurance and Pensions market. We are a 3000+ strong team built on a wide range of skills and a wealth of experience. Originally founded in 1963, we’re at a busy crossroads of regulatory and market changes in the insurance industry. We have a proven track record of successfully integrating blocks of pension, insurance and investment business.  

As one of Britain’s Top Employers in financial services, we offer opportunities for you to challenge and develop yourself in a company that looks after our colleagues, customers and communities.               

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees. 

ReAssure offer an attractive benefits package for all permanent and fixed term employees, including 27 days’ holiday + bank holidays, contributory pension scheme, Private Medical Insurance plus a range of flexible benefits for you to choose from.  

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Job category/type
Customer Services/Permanent


Date posted

Application closing date