Background to role:

The Complaints Resolution Analyst is a key role within Business Operations, and will report to the Complaints Manager.

The role has two key objectives:

1. To ensure that all Customer queries and complaints are dealt with in a timely and efficient manner, are fully and accurately captured and documented, are thoroughly investigated, and ensuring fair outcomes for Customers at all times.

2. Assisting the Complaints Manager with all internal and external reporting to ensure full oversight of CMC’s complaint handling and to demonstrate CMC’s commitment to treating customer fairly.

The Complaints Resolution Analyst position will suit someone who is self-motivated and has a natural ability in problem solving, analysing and interpreting data, and who is able to adopt a methodical, logical and creative approach to new challenges. The role requires interactions with all other offices and departments across the Group.

Responsibilities:

The Complaints Resolution Analyst will work with all areas of the business to ensure that the Group Complaints Handling Policy is implemented and followed as appropriate, ensuring:

• All complaints are accurately recorded, fully investigated on their own merits in a timely, fair and consistent manner in line with CMC’s policies and procedures.
• Client communication related to any complaint is timely, clear and transparent.
• Appropriate escalation of serious or complex complaints to management.
• The Complaints Resolution Analyst will identify trends in appeals and complaints and undertake root cause analysis.
• All business areas are aware of complaints handling requirements. 
• The Complaints Resolution Analyst will build effective working relationships with all areas business to fully understand their processes and procedures and how this impacts on customer experience and proactively identify potential issues in order to improve complaints handling.
• The Complaints Resolution Analyst will continually challenge policy and procedure to look for improvements to processes and services.
• Provide internal and external periodic and ad-hoc reporting as required, including regulatory and audit returns.

KEY SKILLS AND EXPERIENCE

• The Complaints Resolution Analyst will have working knowledge of financial markets and related products - must come from leveraged background
• Experience within Financial sector.
• IT competent, particularly MS Office.
• Confident communicator.
• Numerate.
• Methodical and thorough approach to tasks, able to work to deadlines.
• Ability to work independently and within a team environment.
• Ability to work well under pressure.

CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.