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- Tasks: Analyse customer feedback to drive improvements and enhance experiences.
- Company: Join Just Group plc, a fast-growing retirement specialist.
- Benefits: Competitive salary, generous leave, private medical cover, and career progression.
- Why this job: Make a real impact by optimising customer experiences and solving problems.
- Qualifications: Experience in data analysis and customer service, with strong communication skills.
- Other info: Be part of a diverse team committed to innovation and customer satisfaction.
The predicted salary is between 36000 - 60000 £ 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 would love to hear from you!
We are 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
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.
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 in London employer: Just Group plc
Contact Detail:
Just Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Analyst in London
✨Tip Number 1
Get to know the company inside out! Research Just Group plc, their values, and their mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your data analysis skills! Since the role focuses on turning data into insights, brush up on tools like Excel or PowerBI. Being able to demonstrate your analytical prowess can really set you apart from other candidates.
✨Tip Number 3
Prepare for common interview questions related to customer feedback and complaints management. Think about specific examples from your past experiences where you've successfully resolved issues or improved customer satisfaction.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen to join the Just team.
We think you need these skills to ace Customer Feedback Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Feedback Analyst role. Highlight your experience in data analysis and customer service, and don’t forget to mention any relevant tools like Excel or PowerBI that you’ve used.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've turned data into actionable insights. We want to see how you’ve tackled customer pain points in the past and what impact it had on improving experiences.
Keep It Clear and Concise: When writing your cover letter, be straightforward. Use simple language to convey your thoughts clearly. Remember, we’re looking for strong communication skills, so make sure your writing reflects that!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly, and you’ll find all the details you need right there!
How to prepare for a job interview at Just Group plc
✨Know Your Data Tools
Make sure you're familiar with data insight tools like Excel and PowerBI. Brush up on your skills so you can confidently discuss how you've used these tools to analyse customer feedback and drive improvements in past roles.
✨Understand the Customer Journey
Before the interview, take some time to research Just Group's customer journey. Think about common pain points in the retirement sector and be ready to share insights on how you would address these issues as a Customer Feedback Analyst.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems or analyse case studies. Practice articulating your thought process clearly, focusing on how you would conduct root cause analysis and recommend actionable solutions.
✨Show Your Passion for Customer Experience
Demonstrate your enthusiasm for improving customer experiences. Share examples from your previous work where you successfully turned negative feedback into positive outcomes, highlighting your customer-focused mindset.