Data Analyst - Complaints (12 Month Contract)

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. 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.