At a Glance
- Tasks: Monitor customer outcomes and ensure quality in customer experience.
- Company: Join M&G, a leading savings and investments firm with a rich heritage.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and health cover.
- Other info: Inclusive culture welcoming diverse backgrounds and flexible working arrangements.
- Why this job: Make a real impact on customer satisfaction and help shape positive experiences.
- Qualifications: Experience in customer operations or complaints, with strong analytical skills.
The predicted salary is between 30000 - 40000 £ per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.
This colleague‑level role sits within the Service & Customer Outcomes Oversight pillar and focuses on customer outcomes, quality and complaint‑related oversight within outsourced operations. To oversee customer outcomes and customer experience indicators, ensuring Consumer Duty expectations are met and that risks of customer harm are identified, escalated and remediated.
Key Work Level Accountabilities- Monitor customer outcome indicators and ensure Consumer Duty alignment across relevant customer journeys.
- Oversee complaint‑related MI, redress and root cause themes, escalating risks of customer harm.
- Provide quality and assurance insight through sampling/QA, call listening and speech analytics where available.
- Maintain evidence of outcomes oversight and decisions.
- Customer Experience & Insight
- Review customer satisfaction (CSAT) and customer feedback outputs.
- Review interaction quality indicators (e.g. empathy MI where available).
- Identify and escalate trends indicating poor customer experience.
- Complaints oversight
- Monitor complaints MI including delays, redress and root cause analysis.
- Track FOS themes and outcomes where relevant; support FCA complaints return oversight inputs.
- Escalate any notifiable events/risks with material harm to customers.
- Quality assurance & sampling
- Conduct/coordinate sampling and QA on processes/transactions.
- Support call listening and speech analytics activity to evidence interaction quality.
- Track corrective work and effectiveness of remediation.
- Customer, conduct & Consumer Duty expectations
- Ensure oversight evidences good customer outcomes and appropriate customer support, including timeliness and fairness.
- Escalate risks of customer harm, vulnerability impacts and persistent poor outcomes.
- Evidence & assurance expectations
- Maintain complaint oversight packs, root cause themes and action tracking evidence.
- Maintain QA/sampling methodology, results and remediation evidence.
- Maintain documented decisions and escalations for customer outcome risks.
- Experience in customer operations, complaints, QA or customer insight.
- Strong analytical judgement, ability to assess evidence and identify emerging risks of customer harm.
- Understanding of Consumer Duty and customer outcomes frameworks preferred.
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee‑led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long‑term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
M&G is also proud to be a Disability Confident Leader and we welcome applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions. If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us.
Customer Outcomes Analyst - 12 Month FTC in Bath employer: M&G
M&G is an excellent employer, offering a dynamic work culture that values diversity and inclusion while fostering collaboration across geographically distributed teams. With a strong focus on employee growth and development, the company provides ample opportunities for professional advancement in the vibrant city of Edinburgh, making it an ideal place for those seeking meaningful and rewarding employment in technology delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Analyst - 12 Month FTC in Bath
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
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Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like M&G.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like M&G might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Customer Outcomes Analyst - 12 Month FTC in Bath
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at M&G will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at M&G. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give M&G confidence in your short-term commitment to the role.
How to prepare for a job interview at M&G
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with M&G.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure M&G that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
