DB Customer Outcome Specialist

Date Posted: 25/06/2025

Location: Reigate

Job Type: Full time

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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 DB’s 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 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.

Job Role Accountabilities

Provide dedicated support to vulnerable customers, ensuring their needs are met with empathy and efficiency.
Inform and influence internal colleagues and TPA staff on best practices for identifying and assisting vulnerable customers.
Work with our TPAs to implement relevant training programmes,
Influencing internal DB colleagues on the importance of member experience with a focus on the treatment of vulnerable customers.
Ensure all actions, enhancements and policies comply with relevant regulations and guidelines.
Collaborate with include key internal stakeholders, such as Group Customer, Just Retail and HUB colleagues, and Group Compliance to ensure consistency for all Just’s customers.
Analyse and interpret data, including good customer outcome metrics and complaints to identify trends to improve services.
Carry out call listening to assess delivery of calls received by our TPAs, particularly in relation the treatment of Vulnerable Customers.
Support implementation of agreed improvements and solutions that will increase quality member experience and reduce causes for complaints across the customer journey.
Monitor and measure the impact of the developments and improvements made.
Keep up to date with FCA guidance on the treatment of vulnerable customers, including understanding the nature and scale of characteristics of vulnerability relating to a DB member.

Examples of Key Activities

Make outbound calls to DB members to understand their specific needs and challenges.
Update the relevant TPA with the details of the customers’ needs and any support provided where consent to record has been obtained
Provide effective solutions by making reasonable adjustments and/or signposting to appropriate resources, ensuring customers receive the support they need
Design and deliver knowledge sharing sessions suitable for individuals working directly and indirectly with customers
Maintain a log to document all training required and completed by the DB team and the TPA team members
Work closely with other departments within Just to ensure we have a consistent approach to supporting vulnerable customers
Be a point of contact for complex vulnerable situations that need escalating, offering practical and emotional support to staff dealing with vulnerable customers
Regularly listen to call recordings and provide constructive feedback to call agents relevant to improving the customer experience
Deliver high quality and consistent customer service that embeds the fair treatment customers as part of our culture
Support delivery of reporting of DB metrics to demonstrate performance against Group good customer outcomes and customer promises.

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.

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