Senior Outcome Testing Lead

4 days ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full time
Outcome Testing Lead Job Opportunity

We are seeking a highly skilled Outcome Testing Lead to join our team at Frasers Group Financial Services.

About the Role

The successful candidate will be responsible for assisting the Senior Outcome Testing Manager in managing day-to-day tasks and responsibilities, allocating resources and workloads to ensure delivery of plans, providing direct support and guidance through feedback and coaching.

You will be 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.

  • Root Cause Analysis of Regulated Complaints in line with agreed service levels.
  • Executing the outcome testing annual plan and service levels for complaints root cause analysis, managing, and monitoring team performance to deliver, achieve SLAs and deadlines.
  • 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.
  • 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.
  • Proactive participation in workshops and close out meetings associated with the assigned monitoring activity.
  • Design and deliver required reporting for internal purposes and governance arrangements.
Required Skills and Qualifications
  • Experience of working within the financial services sector.
  • Experience of working and delivering in a regulated environment.
  • Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines.
  • Good working knowledge of financial standards and guidelines – e.g. FCA, TCF.
  • Ability to deliver when faced with changing priorities and demands.
  • Ability to generate positive team ethos and morale that delivers outcomes.
  • Excellent written and verbal communication and engagement skills.
  • Is customer focussed and passionate about achieving the right outcome for our customer.
  • Is analytical, pragmatic and systematic in approach.
  • Ability to manage conflict and knows when to escalate.
  • Attention to detail.
  • Is self-motivated and able to work as part of a wider team.
  • IT literate (particularly Microsoft Excel & PowerPoint).
Estimated Salary: £60,000 - £80,000 per annumBenefits and Perks

Frasers Group Financial Services offers a range of benefits and perks to its employees, including:

  • Reward, Recognition and Opportunities.
  • Frasers Champion – Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work.
  • Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1 million Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.
  • Frasers Festival – an event like no other Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.
  • CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our

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