At a Glance
- Tasks: Transform customer feedback into actionable insights to enhance experiences and drive change.
- Company: Join Just Group plc, a fast-growing retirement specialist dedicated to customer satisfaction.
- Benefits: Enjoy competitive salary, generous leave, private medical cover, and career progression opportunities.
- Other info: Be part of a diverse team committed to innovation and making a difference.
- Why this job: Make a real impact by improving customer experiences and solving problems before they arise.
- Qualifications: Experience in customer service data analysis and strong communication skills required.
The predicted salary is between 29700 - 36300 £ per year.
Do you have a knack for turning data into insights that drive real change? Are you passionate about improving customer experiences and solving problems before they happen? If so, we’d love to hear from you! We’re on a mission to be the UK’s most loved retirement specialist, and to get there, we need to understand where we fall short and how we can do better.
As our Customer Feedback Analyst in our Group Customer and Marketing function, you’ll play a key role in identifying pain points, determining how and when we fail to meet customers’ needs and expectations. You’ll support the fixing of those customer pain points to optimise operational efficiency and to ensure we deliver our customer promises and consistently good customer outcomes.
About Just: We help people achieve a better later life. That’s our purpose and it’s the reason we exist. We are a fast-growing company helping customers enjoy the retirement they deserve. We do this through a variety of market leading, award-winning products and services, delivered by a diverse team of over 1,400 purpose-led colleagues who genuinely put the customer at the heart of everything we do. This is a brilliant time to join our business. We are on an exciting growth journey to become the UK’s most loved retirement expert.
Key Responsibilities:
- Produce timely and accurate MI at Group level
- Produce the reporting needed for regulators and the Financial Ombudsman Service (FOS)
- Conduct root cause analysis to uncover themes and systemic issues
- Recommend actions to deal with the root causes of negative feedback and improve customer experience
- Resolve escalated complaints in line with FOS requirements and our Group policy and standards
- Maintain records of FOS escalated complaints
- Responsible for the regular review and maintenance of Group complaint policies and standards
- Be a customer champion and bring new thinking/trends from outside the organisation into our complaints management
Skills and Experience:
- Proven experience in complaints or customer service data analysis and reporting in customer facing sectors, i.e. financial services, retail etc
- Excellent analysis skills with ability to interpret data accurately
- Experience in data insight tools (Excel or PowerBI)
- Strong verbal, written communication and interpersonal skills, with the ability to convey detailed information simply and clearly
- Self‑driven, solution‑oriented, and comfortable working at pace
- Ability to work with ambiguity and at pace
- Customer focused and solution‑oriented
- Experience of FCA and FOS complaint management requirements (ideal but not essential)
Our behaviours: At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers.
What’s in it for you:
- A competitive salary, pension scheme and life assurance
- 25 days annual leave plus an additional day on us for your birthday
- Private medical cover and income protection, just in case
- A generous and highly achievable bonus scheme
- Opportunities to progress your career in‑role and within the company
- Free access to the Headspace app, 24/7 employee assistance helpline and trained physical and mental health first aiders
- A variety of employee funded benefits available via our online benefits portal
- Plus, several additional purchase options available for you and your loved ones
Explore our full range of benefits on our dedicated benefits page.
Belonging at Just: Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just. We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity.
Please submit your CV using the ‘apply now’ button. Shortlisted candidates will be contacted regarding next steps which may include an initial phone interview and in‑person assessment.
Be Bold. Be Brilliant. Be Just.
Customer Feedback Analyst employer: Just Group plc
Just Group plc is an exceptional employer located in Greater London, offering a dynamic work culture that prioritises employee well-being and professional growth. With a competitive salary, generous annual leave, and comprehensive benefits including private medical cover, employees are supported in achieving a healthy work-life balance while contributing to innovative capital management solutions in the insurance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Feedback Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Just Group plc. 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 Just Group plc 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 Customer Feedback Analyst
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 Just Group plc:Your cover letter is your chance to shine! Tell us why you want to work at Just Group plc 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 Just Group plc!
How to prepare for a job interview at Just Group plc
✨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.
