Customer Feedback Analyst

Customer Feedback Analyst

Location: London- hybrid 50%

Contract: Permanent

Hours: Full time- 35 hours

Do you have a knack for turning data into insights that drive real change? Are you passionate about improving customer experiences and solving problems before they happen? If so, we’d love to hear from you!

We’re on a mission to be the UK’s most loved retirement specialist, and to get there, we need to understand where we fall short and how we can do better.

As our Customer Feedback Analyst in our Group Customer and Marketing function, you’ll play a key role in identifying pain points, determining how and when we fail to meet customers’ needs and expectations . You’ll support the fixing of those customer pain points to optimise operational efficiency and to ensure we deliver our customer promises and consistently good customer outcomes

About Just

We help people achieve a better later life. That’s our purpose and it’s the reason we exist. We are a fast-growing company helping customers enjoy the retirement they deserve. We do this through a variety of market leading, award-winning products and services, delivered by a diverse team of over 1,400 purpose-led colleagues who genuinely put the customer at the heart of everything we do.

This is a brilliant time to join our business. We are on an exciting growth journey to become the UK’s most loved retirement expert.

Key Responsibilities

• Produce timely and accurate MI at Group level

• Produce the reporting needed for regulators and the Financial Ombudsman Service (FOS)

• Conduct root cause analysis to uncover themes and systemic issues

• Recommend actions to deal with the root causes of negative feedback and improve customer experience

• Resolve escalated complaints in line with FOS requirements and our Group policy and standards

• Maintain records of FOS escalated complaints

• Responsible for the regular review and maintenance of Group complaint polices and standards

• Be a customer champion and bring new thinking/trends from outside the organisation into our complaints management

Skills and Experience:

• Proven experience in complaints or customer service data analysis and reporting in customer facing sectors, i.e financial services, retail etc

• Excellent analysis skills with ability to interpret data accurately

• Experience in data insight tools (Excell or PowerBI)

• Strong verbal, written communication and interpersonal skills, with the ability to convey detailed information simply and clearly

• Self-driven, solution-oriented, and comfortable working at pace

• Ability to work with ambiguity and at pace

• Customer focussed and solution-oriented

• Experience of FCA and FOS complaint management requirements (ideal but not essential)

Our behaviours

At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers.

What’s in it for you

• A competitive salary, pension scheme and life assurance

• 25 days annual leave plus an additional day on us for your birthday

• Private medical cover and income protection, just in case

• A generous and highly achievable bonus scheme

• Opportunities to progress your career in-role and within the company

• Free access to the Headspace app, 24/7 employee assistance helpline and trained physical and mental health first aiders

• A variety of employee funded benefits available via our online benefits portal

• Plus, several additional purchase options available for you and your loved ones

Explore our full range of benefits on our dedicated benefits page.

Belonging at Just

Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just.

We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity.

Application details

Please submit your CV using the 'apply now’ button. Shortlisted candidates will be contacted regarding next steps which may include an initial phone interview and in-person assessment.  

Be Bold. Be Brilliant. Be Just