At a Glance
- Tasks: Monitor customer outcomes and ensure top-notch service quality.
- Company: Join a diverse and inclusive team at M&G.
- Benefits: Enjoy 38 days off, a generous pension, and health cover.
- Other info: Great career growth opportunities in a supportive environment.
- Why this job: Make a real difference in customer experiences and outcomes.
- Qualifications: Experience in customer operations and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ 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 in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at M&gprudential. 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 M&gprudential 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 Outcomes Analyst in Bath
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 M&gprudential:Your cover letter is your chance to shine! Tell us why you want to work at M&gprudential 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 M&gprudential!
How to prepare for a job interview at M&gprudential
✨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.
