Customer Outcome Analyst

Job title:

Customer Outcome Analyst

Company

Frasers Group

Job description

Company DescriptionAt Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAMEFrasers Group Financial Services is the next chapter of elevation for the Frasers Group. We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.Why join us?Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiencesFrasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:Think without limits – Think fast, think fearlessly, and take the team with youOwn it and back yourself – Own the basics, own your role and own the resultsBe relevant – Relevant to our people, our partners and the planetJob DescriptionAs our Senior Outcome Testing Analyst you will assistant our Senior Outcome Testing Manager in the day to day managerial tasks and responsibilities. Managing and allocating resources and workloads to ensure delivery of plan, provide direct support and guidance through feedback and coaching.Completing customer outcome monitoring reviews to provide assurance over FGFS procedures and the effectiveness of those in delivering adherence to policy; including the achievement of customer outcomes and the quality of delivery of those outcomes. Whilst building effective and supportive relationships across 1st Line operations and with key stakeholders to drive continuous improvement of FGFS customer interactions and outcomes.

• Root Cause Analysis of Regulated Complaints in line with agreed service level
• Executing the outcome testing annual plan and service levels for complaints root cause analysis, managing, and monitoring team performance to deliver, achieve SLA and deadlines
• Completing assigned monitoring activities across all areas of Financial Services with the objective of assuring that targeted customer outcomes are successfully delivered to a standard aligned with regulatory and FGFS quality expectations.
• To identify areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios ability to achieve the targeted customer outcomes. Work collaboratively with operational colleagues and managers to develop the design of improvements, track and validate as implemented.
• Proactive participation in workshops and close out meetings associated with the assigned monitoring activity.
• Design and deliver required reporting for internal purposes and governance arrangements.

Qualifications

• Experience of working within the financial services sector within either a customer service, quality assurance or audit role
• Experience of working and delivering in a regulated environment
• Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines
• Good working knowledge of financial standards and guidelines – e.g. FCA, TCF
• Ability to deliver when faced with changing priorities and demands
• Ability to generate positive team ethos and morale that delivers outcomes
• Excellent written and verbal communication and engagement skills
• Is customer focussed and passionate about achieving the right outcome for our customer
• Is analytical, pragmatic and systematic in approach
• Ability to manage conflict and knows when to escalate
• Attention to detail
• Is self-motivated and able to work as part of a wider team
• IT literate (particularly Microsoft excel & Powerpoint)

Additional InformationAs FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.Along with your benefits package we also offer a wide range of perks for our colleagues:Reward, Recognition and OpportunitiesFrasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.*subject to terms and conditionsFrasers Festival – an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world’s biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.Employee WelfareFrasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.What’s next?Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.

Expected salary

Location

Clayton-le-Moors, Lancashire

Job date

Thu, 28 Nov 2024 06:47:42 GMT

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