Data Analyst - Complaints (12 month contract)
Vanguard•11h ago
United KingdomHybridContractEntry Level0-1 yrs exp
Top focus
Data AnalystVp Data
Location: Manchester Hybrid: Tuesday to Thursday in the office Competitive Day Rate Are you a data-driven professional who enjoys turning complex information into actionable insights? We’re looking for a Data & Reporting Analyst to join our team on a 12-month contract, playing a key role in supporting business operations and enhancing complaint handling performance within a regulated environment
What You'll Do
- Data Analysis & Reporting Produce and maintain both recurring and ad hoc reports of moderate to high complexity to support complaint handling performance, regulatory compliance (e.g.
- FCA DISP), and strategic decision-making.
- Analyse complaint volumes, ageing complaints, root causes, and resolution outcomes to identify trends, risks, and improvement opportunities across the function.
- Stakeholder Communication Translate complex data into clear, actionable insights and present findings to key stakeholders, including operational leadership, quality teams, and wider business partners.
- Provide commentary on performance against key metrics (e.g. turnaround times, uphold rates, backlog volumes), highlighting risks and recommended actions.
- Data Quality & Systems Optimisation Review and troubleshoot data queries and reporting outputs to ensure accuracy, consistency, and performance efficiency.
- Support the design, development, and continuous improvement of reporting systems and data models, including maintaining user documentation and data definitions.
- Process Improvement & Automation Identify opportunities to standardise, scale, and automate reporting processes and recurring data requests to improve efficiency and reduce manual effort.
- Partner with stakeholders to interpret evolving business and regulatory requirements, assess impacts, and implement sustainable reporting and process enhancements.
- Visualisation & Insight Delivery Develop clear, user-friendly dashboards and visualisations (e.g.
- Power BI, Excel) to track complaint handling KPIs and operational performance in real time.
- Tailor output to different audiences, ensuring insights drive understanding, accountability, and action across the complaints team.
- Training & Knowledge Sharing Provide training and guidance to team members and stakeholders on reporting tools, data interpretation, and best practice use of dashboards.
- Promote data literacy within the complaints function to support informed decision-making.
- Project Support & Continuous Improvement Contribute to cross-functional projects, such as regulatory change initiatives, system migrations, or operational transformation programmes.
- Support root cause analysis activities by providing data-driven insights to help reduce complaint volumes and improve customer outcomes
What We're Looking For
- Undergraduate degree or equivalent combination of training and experience.
- Proven experience in a data analysis or reporting role, ideally within a regulated environment (e.g. financial services or complaints handling).
- Strong analytical skills with the ability to interpret complex datasets and translate them into meaningful insights.
- Proficiency in reporting and visualisation tools (e.g.
- Excel, Power BI, or similar).
- Experience working with operational KPIs and performance metrics, with an understanding of complaints processes and regulatory frameworks (e.g.
- Hybrid working model (Tuesday–Thursday in the office, with flexibility at the start and end of the week) Opportunity to make a real impact on customer outcomes and operational performance Work in a collaborative, data-driven environment Gain valuable experience in a highly visible, business-critical role How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.
- We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Required skills
Data AnalysisReportingPower BIExcel