As our Senior Outcome Testing Analyst, you will assist our Senior Outcome Testing Manager in the day-to-day managerial tasks and responsibilities. Managing and allocating resources and workloads to ensure delivery of plans, providing 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. Building effective and supportive relationships across 1st Line operations and with key stakeholders to drive continuous improvement of FGFS customer interactions and outcomes.
Key Responsibilities:
* 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.
* Identifying areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios ability to achieve the targeted customer outcomes. Working 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.
* Designing and delivering required reporting for internal purposes and governance arrangements.
As 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:
Benefits:
* Reward, Recognition and Opportunities: 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 £1 million!
* Frasers 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.
* Retail Reconnect: 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.
* Employee Welfare: Our Everlast Gyms Team run free gym classes for employees as well as discounted memberships to our clubs. We support and improve colleagues' Physical, Financial & Mental wellbeing.
* Retail Trust: All of our employees get free access and support from the Retail Trust charity, including 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. If successful, we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focused.
Minimum Requirements:
* Experience of working within the financial services sector.
* 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.
* Customer-focused and passionate about achieving the right outcome for our customer.
* Analytical, pragmatic and systematic in approach.
* Ability to manage conflict and knows when to escalate.
* Attention to detail.
* Self-motivated and able to work as part of a wider team.
* IT literate (particularly Microsoft Excel & PowerPoint).
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