Senior Customer Feedback Manager

Just Group plc; England; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private medical cover

Generous bonus scheme

25 days annual leave

Access to Headspace app

Employee assistance helpline

Employee assistance

Job summary

A leading financial services firm in the UK is seeking a Senior Customer Feedback Manager to champion the voice of customers and develop a comprehensive complaints strategy. This pivotal role involves monitoring regulatory changes, leading a talented team, and turning insights into actionable improvements. Candidates should have substantial experience in complaints management, a proven ability to deliver improvements through analysis, and the skills to work collaboratively at all levels. Competitive salary and benefits included.

Qualifications

• Proven experience in a complaints role at a Group level within financial services.
• A track record of delivering improvements through root cause analysis.
• Excellent problem analysis and resolution skills.
• Excellent problem analysis and resolution skills with ability to interpret data accurately.
• Influencing skills – ability to work with stakeholders at all levels.
• Experience in a group role and developing a high-performance team.
• Experience with regulators (FCA) and FOS.

Responsibilities

• Create and implement a complaints strategy across the Group.
• Monitor regulatory changes to stay ahead.
• Turn insights from root cause analysis into action.
• Build relationships with key bodies like the FOS and ABI and act as the contact point for consultations.
• Be responsible for the Group’s Voice of Customer system, tools and supplier relationships.
• Lead a small team to gather, analyse and share insights from complaints and VOC surveys to produce MI.
• Champion a customer-centric culture and bring in new trends from outside the organisation.
• Contribute to customer communication strategy and testing aligned with feedback.

Skills

Experience in complaints role

Root cause analysis

Knowledge of complaints regulation

Problem analysis skills

Influencing skills

High-performance team development

Experience with regulators (FCA)

Team leadership

Job description

Join to apply for the Senior Customer Feedback Manager role at Just Group plc

Do you excel at turning customer feedback into real change? Are you passionate about creating experiences that drives growth? If so, we’d love to hear from you.

At Just, our ambition is simple: to be the UK’s most loved retirement expert. To make that happen, we need someone who can champion the voice of our customers and help us deliver a stand‑out experience every time.

This is a brand‑new role in the Group Customer and Marketing function where you’ll set the standards for how we manage complaints and customer feedback across the Just Group. You’ll lead the way in shaping policy, reporting performance, driving improvements, and making sure every insight counts.

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 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

• Create, develop and implement a Group‑wide complaints strategy that sets the bar for excellence, including policy, standards and governance
• Keep us ahead of the curve by monitoring regulatory changes
• Own the Group level root cause analysis and reporting and turn these insights into action
• Build strong relationships with key bodies like the FOS and ABI and be the contact point for consultations
• Be responsible for the Group’s Voice of Customer system, including ownership of the tools and supplier relationships
• Lead a small, talented team to gather, analyse and share insights from a range of sources including complaints and VOC survey, that produces MI and insights, that shape our future
• Be a true customer champion, supporting a customer‑centric culture across the function and bringing in new thinking/trends related to customer feedback from outside the organisation.
• Contribute to customer communication strategy and testing to align with customer feedback

Skills and Experience

• Proven experience in a complaints role and of governing complaints standards and policy at a Group level within financial services
• A track record of delivering improvements through root cause analysis
• A deep knowledge of complaints regulation and best practice, of running and developing a voice of customer feedback programme
• Excellent problem analysis and resolution skills with ability to interpret data accurately
• influencing skills – you’ll work with stakeholders at all levels
• Experience working in a group role and developing a high performance team
• Experience with regulators (FCA) and FOS

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

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 Process

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.