Company Description
At 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 GAME
Frasers 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 experiences
Frasers 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 you
Own it and back yourself - Own the basics, own your role and own the results
Be relevant - Relevant to our people, our partners and the planet
Job Description
As 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.
1. Root Cause Analysis of Regulated Complaints in line with agreed service level
2. 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
3. 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.
4. 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.
5. Proactive participation in workshops and close out meetings associated with the assigned monitoring activity.
6. Design and deliver required reporting for internal purposes and governance arrangements.
Qualifications
7. Experience of working within the financial services sector
8. Experience of working and delivering in a regulated environment
9. Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines
10. Good working knowledge of financial standards and guidelines – e.g. FCA, TCF
11. Ability to deliver when faced with changing priorities and demands
12. Ability to generate positive team ethos and morale that delivers outcomes
13. Excellent written and verbal communication and engagement skills
14. Is customer focussed and passionate about achieving the right outcome for our customer
15. Is analytical, pragmatic and systematic in approach
16. Ability to manage conflict and knows when to escalate
17. Attention to detail
18. Is self-motivated and able to work as part of a wider team
19. IT literate (particularly Microsoft excel & Powerpoint)