Summary of the role:
We are seeking a dynamic individual to join our team and be responsible for overseeing the business wide complaints quality assurance processes, with a view to driving better outcomes for our customers, continuous improvement and a standardised corporate approach. The candidate will oversee action plans to close any gaps in performance across all the Diligenta accounts.
Benefits:
- 33 days including Bank Holidays
- Personal and career development opportunities to progress your aspirations within the company
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A company wide Well being programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial well being
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance (Death in Service") & Group Income Protection
- Apply to find out about our other benefits
What you'll be doing:
- Working within a team to ensure consistent implementation of our centralised QA process for complaints
- Develop and implement quality control procedures and standards to drive better customer outcomes and improve complaint handling processes
- Prepare and present regular reports on complaint trends, resolutions, and actions taken to senior management.
- Maintain a customer-centric approach, ensuring that all complaints are handled with empathy and professionalism.
- Engaging across all accounts and establishing relationships
What we're looking for:
- Experience in financial services
- Previous experience in quality, continuous improvement, standardisations and consumer duty
- Strong knowledge of Quality Assurance in Operations
- Team Working skills
- An energetic individual with a positive outlook
- Someone with skills in Excel, PowerPoint, Outlook, complaints database
- (Desirable) experience in six sigma