Complaints Insight Specialist

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Nottingham / £40000 - £45000 annum

INFO

Salary

SALARY:

£40000 - £45000

Location

LOCATION

Nottingham

Job Type
JOB TYPE

Permanent

Complaints Insight Specialist

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 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.

CONTACT

Kai Qamar

Recruitment Consultant

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