Location: head office, Newbury.
Hours: 35 hours per week. Monday - Friday, 9.00am - 5.00pm.
Starting salary: £30,000
Target salary: £33,000
Interviews: We aim to interview successful applicants within 10 days. Interviews will comprise a 90 minute competency-based process in our Newbury head office. Feedback will be provided regardless of outcome. We reserve the right to close this vacancy at any point.
This role is responsible for supporting the delivery of, and providing governance for customer-related activities; in particular relating to our Consumer Duty framework while building on our values of delivering good customer outcomes.
If you’re customer outcome focused, have curiosity about how to maintain and improve processes and procedures and want to be an integral part of our Consumer Duty agenda, this could be the role for you.
The right candidate will have strong analytical, writing, and storytelling skills in order to translate complex information into clear and engaging governance documentation. Confidence in communicating with a variety of stakeholders at different levels, verbally and in writing, will be a key aspect within this role.

ESSENTIAL SKILLS AND EXPERIENCE:

• Passionate about creating insight-led customer improvements that achieve great customer outcomes.
• Experience of working within a controls/governance team or function.
• Experience creating easy-to-understand communications for stakeholders at a variety of levels (including Exec/Board).
• Excellent written and verbal communication skills.
• Strong accuracy, attention to detail, grammar, and proof-reading.
• Critical thinking and the ability to quickly understand and break down complex information to get to the heart of the customer and business outcomes we need to achieve.
• The ability to work collaboratively with colleagues across the Society.
• A growth-mindset, with the ability to thrive in an environment of change and continuous improvement.
• Competent in the use of Microsoft packages - Word, Excel, Outlook and Office 365.

DESIRABLE SKILLS AND EXPERIENCE:

• Experience of working within financial services or regulated environment.
• Strong knowledge of The Consumer Duty.

• Managing the data and population of key details for Exec Packs.
• Management of the Complaints Register and subsequent actions.
• Management of the Consumer Duty Action Tracker, supporting delivery where appropriate.
• Owning the collation and content of the Outcome testing pack.
• Supporting the production of Senior Manager/Exec level customer papers.