Hours:
35 hours per week, Monday to Friday, flexible and hybrid working can be considered.
Salary:
£38,500 Per Annum
Closing Date:
Tue, 26 Nov 2024
We have some exciting opportunities to make a real difference to our customers and for our colleagues. As a Customer Outcome Specialist, you will be at the forefront in determining how Skipton Building Society manage customers with additional requirements (Vulnerable Customers). You will also support colleagues to demonstrate how we deliver good customer outcomes in line with Consumer Duty.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
You will be joining the Customer Outcome – Vulnerable Customers, Consumer Duty & Saving Journey Team. There’s 5 Customer Outcome Specialists who support the business with ensuring we are compliant with Vulnerable Customer regulation and delivering good customer outcomes. There are 2 Customer Outcome Journey Consultants who carry out journey reviews across the Savings activities including complaint handling and bereavement activity.
This role will ensure commitments are followed-up and stakeholders are continually engaged to connect with strategic work. This will include supporting the business with regulatory requirements of FCA FG21/1 - ‘Guidance for firms on the fair treatment of vulnerable customers and Consumer Duty’
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
* Annual discretionary bonus scheme
* 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
* Holiday trading scheme allowing the ability to buy and sell additional annual leave days
* Matching employer pension contribution (up to 10% per annum)
* Colleague mortgage (conditions apply)
* Salary sacrifice scheme for hybrid & electric car
* A commitment to training and development
* Private medical insurance for all our colleagues
* 3 paid volunteering days per annum
* Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
* We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
You will be working within a ‘customer first’ environment, so we’re looking for someone with a customer focused mindset with knowledge of customer behaviour demonstrating empathy throughout your work. You will have the ability to influence, engage and work with stakeholders across the business of all levels.
No day is the same:
* You’ll be working with customer facing colleagues, Products, Insight and many more. Answering general queries to completing assurance that we are providing good customer outcomes.
* Providing regular reporting is sent to Leaders, governance committees and Board. You’ll be part of this to highlight the actions we are taking to support our customers.
* Being inquisitive and keeping the customer at the forefront of what you do is a key part of the role, from reviewing customers journeys from a Vulnerable Customer perspective to reviewing new initiatives and how these may impact customers with additional support requirements.
* Training support is a key element of the role, through creating training packages for teams to running workshops.
What Do We Need From You?
* A customer focused mindset
* The ability to track actions from across several stakeholders and make accessible for all interested parties.
* The ability to influence, engage and work in partnership with senior stakeholders.
* Empathise with customers and stakeholders
* The skill set to direct and influence others.
* Experience with working with regulation, particularly in managing relationships with Compliance & Internal Audit
* Experience within a Quality Assurance environment