Data Analyst - Complaints (12 month contract)

About this role

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. FCA DISP) desirable. Why join us? 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.

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