Complaints Analyst

About InvestEngine

InvestEngine is everything the modern investor should need. Unbeatable value, market-leading automation, and built for easy, long-term investing. We’ve built a strong foundation, have over £2 billion invested, award-winning service, and a passionate team, now we’re ready to scale.

About the Role

The Complaints Analyst is a critical role at InvestEngine, merging client services, data analysis and regulatory understanding into one function.

Why This Role?

This role is a significant career catalyst. By investigating friction points across the entire platform, you will gain unparalleled exposure to strategic decision making, regulatory frameworks, and governance processes. Members of our own leadership team began their careers in complaints handling, and we view this position as a launchpad for anyone looking to master the inner workings of a high growth fintech.

We are looking for someone who:

• Is highly responsible and independent: Managing our formal complaints and escalations within regulatory expectations and deadlines. We are looking for someone who works and makes decisions autonomously, but knows when to collaborate and ask for help.

• Acts as an independent investigator: Reviewing cases with an unbiased eye to determine if we provided a fair outcome and providing clear and fair responses to our clients. You must be comfortable challenging previous business decisions and advocating for the client when we have messed up.

• Acts like an owner: Suggesting and helping implement process improvements to our Complaints function, including how we receive, resolve and report complaints.

• Is curious and gets to the bottom of issues: Looking past the surface level dissatisfaction to identify underlying root causes in product or process failures.

What You’ll Do

• Own Formal Resolutions: Manage the end to end investigation of regulated complaints in accordance with the FCA’s DISP framework, ensuring all responses meet strict regulatory and internal standards for grammar, tone, and timeliness.

• Act as an Independent Critic: Review escalations and complaints with total impartiality, deciding whether to uphold a complaint and determining appropriate compensation in line with our internal policies.

• Identify Root Causes: Manage and develop our Root Cause Analysis process. Distinguish between symptoms and actual problems, classify complaints into appropriate categories, and utilise product and process knowledge to understand what our clients are complaining about.

• Drive Business Change: Translate complaint data into actionable reports. You will help prepare and present monthly report decks to Product Owners and Heads of Department to drive process and product improvements.

• Classify and Quantify: Use Google Sheets, pivot tables, and AI tools to categorize complaints by product, feature, and issue type to visualize trends.

• Direct Client Engagement: Pick up the phone when a written response isn't enough, explaining complex resolutions to clients with clarity and empathy.

What We’re Looking For

• Regulatory Knowledge: Experience handling formal complaints within an FCA regulated business; familiarity with DISP rules is a major plus.

• Investigative Curiosity: A natural desire to dig deeper. You aren't satisfied with the first explanation and will hunt for the data to prove what actually went wrong.

• Analytical Mindset: You are comfortable working with spreadsheets to spot patterns and can tell the difference between an isolated incident and a systemic trend.

• Exceptional Communication: Perfect English grammar and writing skills are non-negotiable. You must be able to deliver difficult news or admit fault with professional grace.

• Decision Making Autonomy: You are comfortable making the final call on a case and coming to your manager with proposed solutions rather than just problems.

• Local Presence: This role is remote friendly but we are looking for UK based candidates (ideally London) to ensure local support and language alignment.

How We Work

We’re a lean, fast moving team that values clarity, ownership, and transparency. You won’t just be resolving tickets; you’ll be the voice of the customer, influencing our product roadmap. We expect autonomy and a "no drama" approach to respectful collaboration.

What We Offer

• Impact from day one: Your investigations will lead directly to product fixes and improved customer experiences.

• Strategic Visibility: You will support high level meetings with product leads, providing the evidence they need to prioritize their backlogs.

• Supportive Leadership: You will report to a manager committed to providing the procedures and training you need to master our specific platform.

• Remote and flexible: Work from wherever suits you best within the UK. We care about outcomes, not time zones.

Our Hiring Process

1. Introductory call with our Talent team.

2. Gamified cognitive assessment to understand your problem solving style.

3. Home Assignment: You will receive a set of "fake" complaints data and be asked to create 3 slides identifying trends and your top priorities for fixing.

4. Panel Interview: A session with Laura, Denise (CX), and Marianne to present your assignment and dive into your regulatory experience.