Assurance & Complaints Analyst

Assurance & Complaints Analyst
South Cerney, Gloucestershire | £28,000–£31,000 | Hybrid Working
Annual Bonus of up to 10% + 10% Employer Pension + Excellent Benefits

Are you organised, naturally inquisitive and good at spotting the detail others might miss? Would you enjoy a role where your work helps improve service standards and the experience customers receive?

CKB Recruitment is delighted to be working with a highly regarded mutual society to recruit an Assurance & Complaints Analyst for its Operations Assurance team in South Cerney.

This is a varied opportunity combining reporting, analysis and administration across complaints, quality assurance and customer outcomes. You’ll help the team understand what is working well, identify where improvements may be needed and keep accurate records that support informed decisions.

You’ll also join a business with a warm, welcoming culture, where colleagues support one another and people are valued for their contribution.

The opportunity

Reporting to the Operations Assurance Team Leader, you’ll provide analytical and administrative support across several important areas of the business.

Your responsibilities will include:

• Producing regular management information and reports, analysing data and identifying trends.

• Supporting the administration of the complaints process and maintaining accurate records.

• Helping the team oversee matters involving vulnerable customers and risk events.

• Administering the Quality Framework and keeping associated records up to date.

• Assisting with Data Subject Access Requests.

• Supporting training activity and maintaining training records.

• Providing wider administrative support across the team’s work, including publications.

This role would suit someone who enjoys a mix of working with information, coordinating processes and communicating with colleagues. You’ll need to be methodical and accurate, with the ability to stay calm when priorities compete.

What we’re looking for

You may already work in complaints administration, quality assurance, operational support or reporting. Alternatively, you could bring transferable skills from an administrative or customer-service role where accurate record keeping, working with data and following processes are important.

Financial services experience would be helpful, but it is not essential.

You should bring:

• Relevant experience or transferable skills, alongside the ability to work effectively within a team.

• Confidence using Microsoft Office applications, including Excel, Word, PowerPoint and SharePoint.

• Strong attention to detail and a commitment to getting things right.

• Good organisational skills and a structured approach to your workload.

• The ability to communicate clearly and effectively with colleagues.

• A minimum GCSE grade C/4, or equivalent, in Maths and English.

Knowledge of the mutual business model and A-level qualifications, or equivalent, would be advantageous.

Salary, benefits and working hours

Alongside a salary of £28,000–£31,000 depending on experience, you’ll receive an excellent benefits package:

• Annual performance-related bonus of up to 10% of basic salary, based on achieving agreed KPIs.

• 10% non-contributory employer pension.

• 25 days’ holiday plus bank holidays.

• Hybrid working.

• Private health cover after three months’ employment.

• Health cash plan.

• Death-in-service cover of four times your basic salary.

• Corporate eye care package.

• Two additional paid days each year for charity work.

• Free onsite parking.

The position is 36.25 hours per week, working Monday to Friday, 8:45am–5:00pm, with a one-hour lunch break.

If you enjoy getting into the detail and want to build your experience across assurance, complaints and operational reporting, this is an opportunity to make a useful contribution within a supportive team.

To find out more, apply today or contact Kieran Boyle at CKB Recruitment for a confidential conversation.