At a Glance
- Tasks: Join our team to analyse customer journeys and drive improvements for better outcomes.
- Company: Dynamic company focused on customer satisfaction and continuous improvement.
- Benefits: Hybrid work, health cash plan, discounts, and personal development opportunities.
- Other info: Be part of a creative culture during an exciting period of transformation.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Strong analytical skills and experience in identifying trends and risks.
The predicted salary is between 38250 - 46750 £ per year.
Contract Type: Permanent
Location: Hybrid - Flexible
Closing Date: Wednesday 12th August
We're looking for an Outcome Tester to join our Controls Office team and play a key role in identifying risks, driving improvements and helping ensure our customers receive the right outcomes throughout their journey with us. This is an exciting opportunity for someone with strong analytical skills, a keen eye for detail and a passion for continuous improvement. You'll work across a range of customer interactions and journeys, providing meaningful insight that supports better customer, regulatory and business outcomes.
About You
- Experience analysing information and identifying trends, risks and areas for improvement.
- Strong report-writing skills with the ability to present findings clearly to a range of audiences, including senior stakeholders.
- Excellent communication and relationship-building skills.
- The ability to interpret data and turn insight into meaningful recommendations.
- A proactive approach and the confidence to work in a fast-paced environment with competing priorities.
- Knowledge of relevant regulatory requirements, such as FCA Consumer Outcomes, FCA Handbook and Data Protection principles, would be advantageous.
- A strong commitment to integrity, accountability and delivering the right outcomes for customers.
The Role
- Deliver outcome testing across customer interactions using an established testing framework.
- Assess customer journeys and identify potential customer, regulatory or commercial risks.
- Produce clear, insightful reporting that highlights trends, risks and opportunities for improvement.
- Escalate concerns through the appropriate channels in a timely manner.
- Work with stakeholders across the business to share findings and support positive change.
- Contribute to continuous improvement initiatives and promote a culture of investigation, innovation and better ways of working.
Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.
- Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do. Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Outcomes Tester employer: Domestic & General
Domestic & General is an exceptional employer, offering a dynamic work environment in Wimbledon where innovation meets employee well-being. With a strong focus on professional growth, competitive salaries, and a comprehensive benefits package including generous holiday allowances and health plans, we ensure our team members feel valued and supported. Join us to be part of a collaborative culture that prioritises inclusivity and sustainability while making a meaningful impact across 14 countries.
StudySmarter Expert Advice🤫
We think this is how you could land Outcomes Tester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Domestic & General. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Domestic & General before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Outcomes Tester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Domestic & General:Your cover letter is your chance to shine! Tell us why you want to work at Domestic & General specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Domestic & General!
How to prepare for a job interview at Domestic & General
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
