At a Glance
- Tasks: Lead customer feedback initiatives and create impactful strategies for improvement.
- Company: Join Just Group plc, a fast-growing leader in retirement solutions.
- Benefits: Enjoy competitive salary, generous leave, private medical cover, and career progression opportunities.
- Other info: Join a diverse team committed to innovation and customer-centric culture.
- Why this job: Be the voice of customers and drive meaningful change in their retirement experiences.
- Qualifications: Experience in complaints management and strong analytical skills required.
The predicted salary is between 56700 - 69300 £ per year.
Do you excel at turning customer feedback into real change? Are you passionate about creating experiences that drive growth? If so, we’d love to hear from you. At Just, our ambition is simple: to be the UK’s most loved retirement expert. To make that happen, we need someone who can champion the voice of our customers and help us deliver a stand‑out experience every time.
This is a brand‑new role in the Group Customer and Marketing function where you’ll set the standards for how we manage complaints and customer feedback across the Just Group. You’ll lead the way in shaping policy, reporting performance, driving improvements, and making sure every insight counts.
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 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:
- Create, develop and implement a Group‑wide complaints strategy that sets the bar for excellence, including policy, standards and governance.
- Keep us ahead of the curve by monitoring regulatory changes.
- Own the Group level root cause analysis and reporting and turn these insights into action.
- Build strong relationships with key bodies like the FOS and ABI and be the contact point for consultations.
- Be responsible for the Group’s Voice of Customer system, including ownership of the tools and supplier relationships.
- Lead a small, talented team to gather, analyse and share insights from a range of sources including complaints and VOC survey, that produces MI and insights, that shape our future.
- Be a true customer champion, supporting a customer‑centric culture across the function and bringing in new thinking/trends related to customer feedback from outside the organisation.
- Contribute to customer communication strategy and testing to align with customer feedback.
Skills and Experience:
- Proven experience in a complaints role and of governing complaints standards and policy at a Group level within financial services.
- A track record of delivering improvements through root cause analysis.
- A deep knowledge of complaints regulation and best practice, of running and developing a voice of customer feedback programme.
- Excellent problem analysis and resolution skills with ability to interpret data accurately.
- Influencing skills – you’ll work with stakeholders at all levels.
- Experience working in a group role and developing a high-performance team.
- Experience with regulators (FCA) and FOS.
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. 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.
Application Process:
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.
Senior Customer Feedback Manager employer: Just Group plc
Just is an exceptional employer that prioritises the well-being and growth of its employees, offering a competitive salary, generous benefits, and a strong focus on career development. Located in London, the company fosters a collaborative and inclusive work culture, where diversity of thought is valued, and every team member is encouraged to contribute to meaningful outcomes for customers. With access to resources like the Headspace app and a commitment to employee health and inclusion, Just is dedicated to creating a supportive environment for all its colleagues.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Feedback Manager
✨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 Senior Customer Feedback Manager
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.
