We are looking to increase the size of our team and are currently recruiting for a Consumer Outcomes Analyst to join the team. The role offers a salary of £25,000 and is hybrid working, requiring a minimum of 3 days from our Basildon office, with the remaining 2 days flexible for remote work.
Who we are
Stonebridge Mortgage Solutions Ltd is one of the leading dedicated mortgage and protection networks in the UK, with a community of over 1,300 mortgage and protection advisers and 600 firms.
Our team is made up of passionate professionals committed to excellence and continuous improvement. We aim to provide world-class support and guidance, utilizing cutting-edge systems and regulatory expertise, with a customer-centric approach.
* Great company culture
* Performance-related bonus (non-contractual)
* 22 days annual leave plus your birthday off, and up to 3 additional days based on service
* Company pension with optional matched contributions up to 1.5%
* Flexibility to work from home
* Free meals, snacks, and drinks in the office
* Charity/community volunteering days
* Mental and physical wellbeing days
* Team-building activities
* Reward and recognition schemes
* Retail discounts and cashback platform
* Salary sacrifice schemes for home, tech, cycling, and pension
* Company sick pay
* Option to buy or sell additional leave days
* Employee Assistance Programme
* £500 employee referral scheme
* Death in service and critical illness insurances
The role
The Consumer Outcomes Analyst will conduct customer service calls to assess whether consumers received appropriate outcomes from mortgage or insurance providers. They will collate, review, and report on these outcomes to senior management, identifying trends and areas for improvement. Additionally, the role supports the Compliance Operations Team with MI reporting related to lenders, providers, and consumer duties.
Key responsibilities
* Reporting and analysis of customer care surveys
* Consumer Duty MI reporting
* Supporting Compliance Operations with MI tasks
* Effective communication with customers (essential)
* Experience in customer service roles (essential)
* Experience in telephony-based roles (desirable)
* Positive, professional interaction with customers (essential)
* Strong data entry, analysis, and reporting skills (desirable)
* Strong organizational and time-management skills (desirable)
* Eligibility to work in the UK and pass pre-employment screening (essential)
How to apply
Please submit your CV. Let us know if you require any reasonable adjustments during the recruitment process.
We value diversity and are committed to equality of opportunity. We welcome applications from all backgrounds regardless of age, disability, gender, sexual orientation, race, religion, or other protected characteristics.
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