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 competing priorities while maintaining quality and timeliness
- A collaborative approach, with the ability to line manage the Complaints Analysts, set clear expectations, provide constructive feedback and coaching, and support their performance and development
- Curiosity and a continuous-improvement mindset, with the confidence to identify problems, challenge constructively and suggest better ways of working
What makes a great ClearBank team member? Does this sound like you?
- You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;
- You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;
- You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;
- ‘I’ before ’we’, isn’t in your vocabulary.
Regretfully we are not able to sponsor applicants for immigration purposes at the current time.
What we offer in return:
- We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.
- Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.
- Holiday – 27 days of annual leave per year, plus bank holidays.
- Holiday buy/sell - Buy or sell up to five days of annual leave each year and shape your year around what matters most.
- Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.
- Socials – Regular social events open to all.
- Holiday swap – Option to swap your bank holidays to any other day of your choice.
- Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.
- Bigger than ClearBank – Take a couple of days per year to do something that matters to you.
- Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.
- Family – Enhanced family-friendly leave.
- Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.
And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.
A little bit more about us!
ClearBank is Where You Can belong:
At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:
- 42% of our senior management roles are held by women
- Our enhanced family leave policies
- Launching our partnership with Code First Girls
- Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group
Our hiring process and what you can expect:
Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;
Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone