Complaint Resolution Analyst

We are seeking a Complaint Resolution Analyst to join our team at CMC Markets. As a Complaint Resolution Analyst, you will be responsible for resolving client complaints, analyzing data, and identifying areas for improvement. You will work closely with client-facing teams to develop strategies to resolve underlying issues and ensure excellent customer service.

Requirements

• Assess complaint origins and devise strategies to resolve underlying issues
• Coach and guide client-facing teams on complaints handling best practices
• Act as first point of contact for external-body complaints and managing Ombudsman responses
• Compose monthly reports on complaint data, trends, systemic issues, and development needs
• Investigate escalated issues with urgency and attention to detail
• Oversee the complaints management process, including policy documentation and annual reviews

Benefits

• 5 additional annual leave entitlements each year called My Days
• 5 extra annual leave days once you pass 12 months
• Birthday off to spend time with family and friends
• Free annual charity day to give back to your community
• Staff & family trading accounts with CMC Markets Invest with $0 trades for all domestic and international equity orders
• Continuous learning through L&D offering
• Unlimited access to a dedicated benefits & wellbeing hub
• Office perks such as free breakfast cereals, condiments, and coffee