Complaints Governance Analyst

Introduction At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they're free to grow, lead, and innovate. You'll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you're not just improving clients' risk profiles, you're building trust. You'll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you're ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. Overview We are seeking a passionate and driven individual to join our team of Complaint experts as a Complaints Governance Analyst. This role is key to ensuring the organisation delivers fair and positive outcomes for its customers. You will conduct detailed reviews of customer interactions, processes, and outcomes as part of the complaints journey, to ensure compliance with regulatory requirements, internal policies, and industry best practices. Additionally, you will provide actionable insights, to enhance customer experience and reduce risks. A key part of this role involves chairing meetings for Complaints Champions across the business, leading discussions, sharing best practices, and driving collaboration to ensure a consistent and effective approach to complaints handling. How You'll Make An Impact Customer Outcome Testing: Conduct detailed reviews of customer complaints to ensure fair outcomes, regulatory compliance (e.g., FCA Consumer Duty), and identify areas for improvement. Data Analysis & Reporting: Analyse trends, prepare reports and dashboards, and monitor corrective actions to drive continuous improvement. Stakeholder Engagement: Collaborate with internal teams, provide feedback, and chair meetings to enhance processes and promote customer-centric practices. Regulatory Compliance: Stay up to date with regulatory changes, align testing frameworks with requirements, and support regulatory reviews and audits. Continuous Improvement: Enhance testing frameworks, develop training materials, and foster a culture of customer-centricity across the organisation. About You Proven experience in a compliance, risk, or quality assurance role, preferably within the insurance or financial services sector. Strong knowledge of customer outcome testing frameworks and methodologies. Excellent understanding of FCA Complaint DISP rules, Consumer Duty, and their application to cases. Technical knowledge and experience of the UK regulatory framework as it applies to insurance brokers, with a focus on customer outcomes and complaints-handling. Familiarity with regulatory requirements and the latest developments affecting insurance brokers. Proficiency in data analysis tools and techniques (e.g., Excel, Power BI). Ability to quickly grasp new subjects and deliver high-quality output within tight deadlines. Awareness of the wider impact of regulation on consumers and businesses. Right to work in the UK. Compensation And Benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to 'buy' extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we'll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more... We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don't worry, we're here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com . If you'd prefer to speak on the phone, please request a call back, leaving details, so we get in touch. Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.