Pensions Customer Outcome Specialist

Defined Benefit (DB) Customer Outcome Specialist

Location: Reigate (Hybrid - 50%)

Full Time – 35 hours

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Who are 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 FTSE 250 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.

Purpose

The Customer outcome Specialist will be instrumental in ensuring our Defined Benefit (DB) customers receive good outcomes, particularly ensuring those that are vulnerable get the support they need. This includes identifying and understanding their needs, giving them personalised help, and using strategies to improve their overall experience.

This role involves using a range of data sources and Management Information (MI) to carry out an analysis of trends and patterns to uncover opportunities for enhancing solutions. This includes recommending and leading high quality improvements that boost member experience and satisfaction. As such the role will involve strong internal and external collaboration.

The benefits of the role will enhance the experience for DB’s customers with and ensures DB align with Group Customer Strategy as well as relevant regulatory and legislative requirements. This will clearly demonstrate to our corporate customers that we genuinely care about our members and customers, and in turn contribute toward the overall success and positive image of Just DB.

Role holders should demonstrate a track record of adapting to change, embracing technology, learning from experience, and showing resilience in the face of obstacles.

Skills and Knowledge

• Customer focused: Prioritising the needs, expectation and satisfaction of customers
• Empathy and Compassion: Ability to understand and respond to the emotional and practical needs of vulnerable customers
• Telephone: Making outbound calls using active listening and effective questioning techniques, maintaining a positive tone, demonstrating empathy, and upholding professionalism
• Communication: Strong verbal and written communication skills to effectively interact with customers and colleagues using plain English
• Adapting, Influencing and Negotiation: Reach mutual agreements through collaboration, dialog, emotional intelligence and compromise
• Problem-Solving: Proactive approach to identifying issues and sourcing effective solutions for customers with different needs
• Regulatory Knowledge: Understanding of relevant regulations and guidelines related to vulnerable customers
• Training, Facilitating and Coaching: Impart knowledge and skills, lead discussions ensuring all participants are heard and improve individual performance

Experience

• Relevant Customer Experience: Experience in customer service or working with vulnerable populations is essential
• Knowledge of Regulations: Strong understanding of relevant regulations and guidelines, such as the FCA’s vulnerable customer guidance
• Adaptability and Resilience: Ability to adapt to changing situations and remain resilient under pressure
• Analytical Experience: Practical application of analytical skills to solve problems, make decisions and improve processes
• Customer Strategy: Knowledge and experience of vulnerable customer strategies that can significantly improve the customer experience for vulnerable individuals
• Effective Customer Interaction: Building strong relationships with customers using effective communication

Company Benefits

• A Competitive Salary, Pension Scheme and Life Assurance
• Along with 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 – paid annually based on individual and company performance against targets
• Opportunity to progress within your career both in-role and within the company
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• A variety of Employee Funded Benefits available to you via our Online Benefits Portal
• Plus, several additional purchase options available for you and your loved ones

Why Just?

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.

We’re committed to building a more sustainable business, and we’re working hard to make progress against our Net Zero targets. We're reducing our reliance on fossil fuels in our offices, switching to more sustainable sources of energy and we're investing more of our money in green and social assets.

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.

Be Bold. Be Brilliant. Be Just.

At Just we encourage a flexible and agile working environment for the majority of our opportunities. Get in touch with us to discuss in more detail.