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Phoenix Group
Phoenix Group
5,001 – 10,000 Employees
FinanceHealthcare InsuranceInsurance
Phoenix Group is a UK-based financial services company focused on long-term savings and retirement, with expertise in closed-book pensions and life insurance. It manages established portfolios that are no longer open to new customers while continuing to serve policyholders through open businesses including Standard Life and SunLife. Its customer brands also include Phoenix Life and ReAssure. Phoenix Group’s teams work across offices throughout the UK, with additional operations in Dublin and Frankfurt, supporting customers, colleagues, and communities across its finance and insurance businesses.
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Senior Complaints Analyst – Retirement Products

Investigate complex retirement complaints for Phoenix Group, including escalations and Financial Ombudsman Service referrals. Make fair, FCA-aligned decisions and use root cause insights to improve customer outcomes and complaint governance.

GBUnited Kingdom
£33,100 / year
HybridFull-timeSeniorEnglish RequiredAnalyst

Description

  • Investigate and resolve complex, high-profile complaints and escalations, including executive, CEO, media and regulatory cases.
  • Manage Financial Ombudsman Service referrals through to resolution.
  • Prepare clear, high-quality case files and complaint responses.
  • Make fair, timely, evidence-based decisions that meet FCA requirements and customer outcome expectations.
  • Review complaint patterns and identify underlying causes.
  • Spot process breakdowns, control gaps, emerging risks and ways to improve customer outcomes.
  • Lead corrective actions and help implement and monitor improvements.
  • Work with Operations, Risk, Compliance, Customer Experience and senior stakeholders.
  • Prepare management information, governance reports and actionable insights.
  • Represent the Complaints function at governance forums, working groups and stakeholder meetings.
  • Provide specialist guidance on complaint handling, customer outcomes, vulnerable customers and Financial Ombudsman Service expectations.
  • Coach colleagues and share expertise to strengthen capability across the wider team.

Requirements

  • Strong knowledge of pensions, annuities or other retirement products.
  • Thorough understanding of FCA complaint-handling rules and Financial Ombudsman Service processes.
  • Experience investigating and resolving complex customer complaints, escalations and regulatory referrals.
  • Experience managing sensitive cases involving vulnerable customers.
  • Strong analytical and root cause investigation skills.
  • Experience preparing high-quality complaint responses, case files and governance reports.
  • Ability to explain complex technical matters clearly.
  • Proven stakeholder management and influencing skills.
  • Strong organisation and ability to balance competing priorities, complex cases and tight deadlines.
  • Experience contributing to or leading governance forums, working groups and stakeholder discussions.
  • Experience managing Financial Ombudsman Service referrals and executive or CEO complaints is desirable.
  • Quality assurance, regulatory oversight or complaints governance experience is desirable.

Benefits

  • Bonus
  • Private medical cover
  • 38 days of annual leave
  • Excellent pension
  • Life assurance worth 12 times salary
  • Career breaks
  • Income protection
  • Three volunteering days
  • Flexible working options, including part-time, job-share and other arrangements
  • Career development opportunities

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