At a Glance
- Tasks: Monitor customer outcomes and ensure quality in outsourced operations.
- Company: Join M&G, a leader in customer service and inclusivity.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and health cover.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in customer experiences and outcomes.
- Qualifications: Experience in customer operations or complaints is preferred.
The predicted salary is between 30000 - 40000 £ per year.
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.
Key Responsibilities
- 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; elevate 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; elevate 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.
Knowledge, Skills & Experience
- 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.
Benefits
- A valuable pension scheme of 18% (13% employer, 5% employee contributions).
- Share Save and Share Incentive Plan, together with access to financial wellbeing and support services.
- 38 days annual leave including bank holidays, with the option to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave.
- Health & Protection cover – Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
- Additional benefits details available on Life at M&G.
Equal Opportunity
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 a Disability Confident Leader and welcomes 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Analyst - 12 Month FTC in Bath
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like M&gprudential.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like M&gprudential. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Outcomes Analyst - 12 Month FTC in Bath
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to M&gprudential.
How to prepare for a job interview at M&gprudential
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in M&gprudential's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services M&gprudential offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
