Risk Analyst | S2 | Complaints Strategy & Innovation | Multiple Locations | Internal Mobility

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

Santander UK is looking for a Complaints Risk & Data Analyst to join our Complaints Strategy & Innovation team, based in either Milton Keynes, Glasgow or Bradford.

This role is on a fixed term contract for 12 months.

This is a varied and analytical role at the heart of our complaints operation. You’ll work across risk and controls, regulatory reporting, data and insight, governance and operational risk, helping us strengthen how complaints information is understood, governed and used to improve customer outcomes.

You’ll turn data into meaningful insight, support our regulatory obligations and help ensure our complaints controls and reporting remain accurate, robust and effective.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Producing risk and control insights, identifying trends and opportunities to improve complaints performance and customer outcomes.
• Supporting Santander UK in meeting its complaints regulatory reporting requirements, helping ensure reporting is accurate, complete and timely.
• Supporting coordination and ongoing development of complaints data governance, helping maintain standards around data quality and integrity.
• Providing operational risk support across complaints, helping identify, assess and manage risks and control issues.
• Supporting the management and development of complaints taxonomy and categorisation, improving the accuracy and consistency of reporting and insight.
• Analysing complaints data and translating findings into clear, actionable insights for stakeholders.
• Providing ad hoc data analysis, reporting and tactical solutions in response to emerging business needs and priorities.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experiencee:

• Knowledge of complaints handling within a UK financial services environment, together with an understanding of relevant complaints regulation and risk and control frameworks (Required)
• Previous risk management or operational risk experience (Preferred)
• Experience working with complaints data or other large operational datasets (Required)

Hard Skills:

• Solid analytical skills, with the ability to interpret complex data and translate it into clear conclusions, insights and actions (Required)
• Solid Microsoft Office skills, particularly Excel, including formulas and lookup functions, and ability to create effective PowerPoint presentations (Required)
• SQL experience or similar data analysis tools (Preferred)

Soft Skills:

• Good communication and stakeholder management skills, with the confidence to explain findings clearly and influence effectively (Required)
• A technically minded and inquisitive approach, with good attention to detail and a focus on data quality and accuracy (Required)
• The ability to manage competing priorities and respond effectively to ad hoc analytical and reporting requirements (Required)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

Salary Range:
£37,762.00 - £56,642.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).

When applying, please consider the travel distance, time and cost to your chosen office locations. 

SECONDMENT OR FTC ROLES:

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

• If you are currently employed by Santander UK plc on TSB Legacy terms and choose to apply for this Santander fixed term vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role.  Please also note that if the role you accept is a secondment role, this change will also apply to your substantive/home role (i.e. the role to which you would normally return at the end of your secondment): you will no longer be TSB Legacy for either your secondment role or your substantive/home role with effect from the start date of the secondment role.  If you have any questions about what this means, you should raise them during the application process or log a ticket with Ask HR.
• If you are currently employed by TSB and the role you accept is a secondment role (rather than a fixed term contract), this will not impact the terms and conditions of your substantive/home role (and you will remain employed by TSB on your current terms and conditions until your employment transfers to Santander under TUPE). 

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

For further Guidance please visit Internal Mobility -  Candidate Guidance.

If you want to know more about the opportunity:

Please contact Paul Cooper - [email protected]

#LI-DNI