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- Tasks: Lead customer outcomes and ensure compliance with Consumer Duty across the business.
- Company: HJF Promotional Products is a fast-growing insurer based in Essex, focused on customer satisfaction.
- Benefits: Enjoy hybrid working with 1-2 days in the office and a supportive team culture.
- Why this job: Be a key player in driving customer satisfaction and making a real impact in a dynamic environment.
- Qualifications: 5+ years in customer roles within regulated entities; familiarity with Consumer Duty is essential.
- Other info: This is a newly-created, high-profile position offering significant career growth opportunities.
The predicted salary is between 43200 - 72000 £ per year.
A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager. The company works on a hybrid basis and it's anticipated you will spend one or two days a week in the office. This is a high-profile, newly-created position within the organisation that will see you lead on, and champion, first line responsibility for ensuring good customer outcomes.
Key Responsibilities
- Lead First Line responsibility for Consumer duty and ensure compliance across the business:
- Ensure compliance with the Consumer Duty outcomes and FCA cross cutting rules
- Production of monthly Customer Outcome monitoring
- Customer Committee
- Ensure all papers are submitted to a high quality and on time
- Review and issue minutes
- Action tracking
- Challenge where appropriate
- Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
- Developing appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes
- Working with stakeholders on product governance ensuring products and services are apt for target customers and provide value
- Working with Pricing teams to gather and analyse GIPP (general insurance pricing practices) data and drive changes as necessary
- Ensuring oversight of key customer communications, identify continuous improvement
- Identifying themes and trends from customer complaints and provide recommendations for improvements in underwriting, pricing and claims
You will need at least 5 years experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements. Experience of prior engagement with FCA and PRA would be beneficial, with an excellent understanding of risks faced within a delegated environment.
Senior Customer Outcomes Manager employer: Fishingforideas
Contact Detail:
Fishingforideas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the Consumer Duty requirements and FCA regulations. Understanding these will not only help you in interviews but also demonstrate your commitment to ensuring good customer outcomes.
✨Tip Number 2
Network with professionals in the insurance industry, especially those who have experience in customer outcomes roles. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in customer outcomes in previous roles. Highlighting tangible results will showcase your ability to make a positive impact.
✨Tip Number 4
Research HJF Promotional Products thoroughly. Understanding their values, culture, and recent developments will allow you to tailor your approach and show genuine interest during the interview process.
We think you need these skills to ace Senior Customer Outcomes Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Senior Customer Outcomes Manager. Familiarise yourself with the Consumer Duty requirements and how they apply to customer outcomes.
Tailor Your CV: Highlight your relevant experience in regulated entities and customer roles. Emphasise any familiarity with FCA and PRA regulations, as well as your ability to drive improvements in customer outcomes.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for customer service and your strategic approach to ensuring compliance and improving customer outcomes. Mention specific examples from your past experiences that align with the job description.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or inconsistencies. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Fishingforideas
✨Understand Consumer Duty
Make sure you have a solid grasp of the Consumer Duty requirements and how they apply to customer outcomes. Be prepared to discuss your experience in ensuring compliance and how you've previously navigated regulatory frameworks.
✨Showcase Relationship Building Skills
Highlight your ability to develop positive relationships with outsource partners. Prepare examples of how you've collaborated with stakeholders to drive improvements in customer outcomes, as this will be crucial for the role.
✨Prepare for Data Analysis Questions
Since the role involves analysing GIPP data and making recommendations, brush up on your data analysis skills. Be ready to discuss how you've used data to identify trends and implement changes in previous roles.
✨Demonstrate Leadership Experience
As this is a senior position, be prepared to talk about your leadership style and experiences. Share specific instances where you've led teams or initiatives that resulted in tangible improvements for customers.
