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Location and flexible working: Edinburgh, Birmingham or London. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process.
Flexible working: All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Salary and benefits: £35,000 - £50,000 depending on experience plus bonus 8% - 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!
Who are we?
We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done.
The Role:
We’re currently recruiting for a Customer Outcomes Analyst to join our Client Services team in Retirement Solutions. The successful candidate will be required to improve customer outcomes for Annuity customers by using their experience and passion to drive excellent service from our internal and external suppliers.
Working within a growing, brilliant, friendly risk and oversight team across our Edinburgh, Birmingham and London locations, you will oversee customer outcomes for Annuity customers. This is a fantastic opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to provide objective views, challenge how we can make things simpler for our customers and deliver consistency in how we support our customers across suppliers.
Key responsibilities:
* Attend and challenge at oversight forums, evidencing and improving customer outcomes.
* Ensure detailed Management Information, complete with key findings, is prepared for Senior Management to make decisions or raise escalations to improve customer outcomes.
* In a fast-paced environment, provide effective and accurate analysis to produce management information to enable and support the oversight of Annuity performance.
* Perform effective analysis of Phoenix’s internal and outsourced administrator’s data, ensuring that appropriate quality assurance procedures are adopted and service levels monitored.
* Proactively identify emerging data issues, liaising with internal administrators and Phoenix’s outsourced administrators to rectify any issues.
* Build and maintain relationships with internal stakeholders and outsourced administrators.
* Carry out re-performance of calculations and processes completed by the outsourced administrator to ensure accuracy and completeness of administrator outputs.
* Complete Quality Assurance and Customer Outcome Testing.
What are we looking for?
* Proven Annuity Product knowledge.
* Strong data analysis skills with experience of working with large and complex datasets to produce insights from MI reports.
* Demonstrated ability to oversee and improve customer outcomes.
* Experience of completing Quality Assurance and/or Customer Outcome Testing.
* Knowledge of Consumer Duty.
* Experience of reviewing and interpreting contractual documentation.
* Experience with pension administration practices.
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
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