Service Resolution Complaints Analyst

Job reference RA2480 - Grade E

Job summary

ReAssure 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.

Originally founded in 1963, ReAssure is a life and pensions company which buys and administers closed books of business from other companies. Built on a 2000-strong team with a wide range of skills and experience, there’s one constant running through the ReAssure business – ‘Change’. Join us and you’ll have opportunity to drive our growth and progress through your own success.

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.

Key responsibilities

  • 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

Job category/type
Customer Services/Permanent


Date posted

Application closing date

Applications for this vacancy have now closed