Role: Customer Outcome Governance Analyst
Location: Newbury
Hours: Monday to Friday, 9:00am – 5:00pm
Salary Starting: £30,000
Target Salary: £33,000
Every employer is not the same and who you work for and what that environment looks like is the difference between any job and a great job. Working for the Newbury Building Society, we are committed to ensuring that we remain a great place to work.
This role is responsible for supporting the delivery of, and providing governance for, customer-related activities; in particular relating to our Consumer Duty framework while building on our values of delivering good customer outcomes.
If you're customer outcome focused, have curiosity about how to maintain and improve processes and procedures, and want to be an integral part of our Consumer Duty agenda, this could be the role for you.
The right candidate will have strong analytical, writing, and storytelling skills in order to translate complex information into clear and engaging governance documentation. Confidence in communicating with a variety of stakeholders at different levels, verbally and in writing, will be a key aspect within this role.
What will you be doing?
* Managing the data and population of key details for Exec Packs (Smart Money People, Complaints, ISAs).
* Management of the Complaints Register and subsequent actions.
* Management of the Consumer Duty Action Tracker, supporting delivery where appropriate.
* Owning the collation and content of the Outcome testing pack.
* Supporting the production of Senior Manager/Exec level customer papers.
Why work for Newbury Building Society?
* We care about our communities – as well as providing financial services, we get involved in supporting local charities and people. This means regular opportunities to volunteer, fundraise, and help with community events and activities. All employees also receive two paid days of volunteering every year to help causes they feel passionately about.
* We want to help you develop – we are accredited by the Financial Services National College for the quality of our learning and development practices. No matter your role, there will be opportunities to take on new responsibilities and be involved in projects to further your career.
* We want to look after and reward you - you will receive a generous holiday allowance, contributory stakeholder pension scheme, access to wellbeing programmes, and your birthday off.
Essential skills and experience:
* Passionate about creating insight-led customer improvements that achieve great customer outcomes.
* Experience of working within a controls/governance team or function.
* Experience creating easy-to-understand communications for stakeholders at a variety of levels (including Exec/Board).
* Excellent written and verbal communication skills.
* Strong accuracy, attention to detail, grammar, and proof-reading.
* Critical thinking and the ability to quickly understand and break down complex information to get to the heart of the customer and business outcomes we need to achieve.
* The ability to work collaboratively with colleagues across the Society.
* A growth-mindset, with the ability to thrive in an environment of change and continuous improvement.
* Competent in the use of Microsoft packages - Word, Excel, Outlook and Office 365.
Desirable skills and experience:
* Experience of working within financial services or regulated environment.
* Strong knowledge of The Consumer Duty
Interviews
90-minute competency-based interview held in our Head Office in Newbury
We aim to interview successful applicants within 10 Days.
Feedback provided regardless of outcome.
We reserve the right to close this vacancy at any point