Data Analyst - Complaints (12 month contract)

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. FCA DISP) desirable.

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.