Client Complaint Senior Analyst

Trust unlocks our greatest potential. For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution. What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’ What you can expect: ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank. If that excites you, how about joining our Client Services team as a Client Complaint Senior Analyst? Reporting to the Associate Director, Client Support you will take independent ownership of client complaints, using your judgement and complaints expertise to resolve non-routine cases fairly, effectively and within relevant requirements. You will support consistently high standards across complaint handling by identifying themes and improvements, sharing your knowledge and providing direct line management, day-to-day support and coaching to the Complaint Analyst. Your role includes: Independently manage client complaints from receipt through to resolution, applying sound judgement to deliver fair, timely and well-evidenced outcomes in line with complaint handling standards, relevant requirements and internal policies Investigate non-routine complaints, bringing together information from systems, teams and stakeholders to establish root cause, reach appropriate conclusions and identify when complex matters require escalation Produce clear, accurate and customer-focused written responses, ensuring decisions and outcomes are appropriately supported and communicated Identify recurring complaint themes, risks and root causes, using insight from cases to suggest practical improvements to customer outcomes, service quality and complaint management processes Take direct line management responsibility for the Client Complaint Analyst, setting clear objectives, holding regular one-to-ones, providing feedback and coaching, and supporting their onboarding, performance and development Share complaints knowledge and best practice across the team while continuing to manage your own complaint caseload Support consistent complaint handling standards across the team by providing guidance on day-to-day cases and constructively challenging where an approach may not achieve the right outcome Build trusted relationships across Client Services, Financial Crime, Operations, Product and other relevant teams to resolve issues and support improvements that benefit customers and the Bank What you’ll bring: To excel in this role, you’ll also need: Strong working knowledge of complaint handling in a customer service, financial services, operations or regulated environment, with the ability to apply relevant processes, policies and controls independently Strong analytical and problem-solving capability, including the ability to investigate non-routine issues, assess evidence, identify root causes and reach well-reasoned conclusions Sound judgement, with the confidence to make day-to-day decisions independently and recognise when a more complex or higher-risk matter should be escalated Excellent written and verbal communication skills, with the ability to explain complex matters clearly and produce high-quality customer communications Strong organisational skills and the ability to manage varied complaint activity and competin