Job Description

Job Title: Incidents & Complaints Analyst

Salary: Up to £35k

Location: Hybrid in Peterborough

Vargo is recruiting for a fast-growing fintech business specialising in pensions and investments.

This role investigates operational incidents and customer complaints, identifying root causes, recommending improvements, and ensuring compliance with regulations and Consumer Duty principles to deliver positive customer outcomes.

Key Responsibilities

• Investigate incidents, implement corrective/preventative actions, and produce trend analysis MI.
• Complete price comparisons and loss/gain analysis where customers may have been financially impacted.
• Log, acknowledge, and track complaints; maintain the Complaints Register and dashboard.
• Conduct thorough complaint investigations, liaise with teams for evidence, and draft clear customer responses.
• Identify systemic issues and recommend improvements.
• Ensure resolution within agreed timeframes and handle escalations to the Financial Ombudsman Service.

Requirements

• Experience in pensions administration, financial services, or a regulatory environment.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills, including formal correspondence.
• Previous experience in incident analysis and/or complaint handling.

#LI-PB1