Quality & Compliance Officer

2 weeks ago

Gloucester, Gloucestershire, United Kingdom Balens Full time

PIB Group is a really exciting organisation to be part of, since our launch in 2015 we have gone from strength to strength.

We have grown to have a presence at over 40 locations across the UK and Europe, with over 2,400 employees.

With a key focus collaboration, where this is embraced on a daily basis to work together to deliver on our ambitious objectives, we are really proud of the culture we have.

Due an exciting period of on-going growth, we have a fantastic opportunity for a Quality & Complaints Officer to join our well established and friendly team based in Gloucester

The Role

  • To assess quality standards within the business (including call quality, files, standard documentation)
  • Continuously review, maintain, and monitor competency programmes
  • Identify, coordinate and liaise with the Training Team to provide solutions
  • Produce reports connected to the quality framework
  • Provide training to the business on the Quality Framework new starter, refresher and regulation change
  • Provide support with complaints, including handling, guidance logging, quality assessment, root cause analysis (RCA) and appropriate follow up
  • Ensure that complaints and breach issues are communicated effectively to internal stakeholders
  • Provide support to the establishment and maintenance of effective systems and controls in relation to legal / regulatory requirements and risk, specifically around Treating Customers Fairly (TCF), Training and Competency and Product Files as per Group Policies and Procedures
  • Conduct external audits on Appointed Representatives and provide risk analysis of possible breaches in regulatory requirements
  • Support on audit reports on findings, with recommended corrective action, for agreement with local management
  • Demonstrate practical knowledge and experience of Treating Customers Fairly (TCF) principles
  • Carry out adhoc duties where necessary, to assist the 1LoD Team
  • Ensure compliance with policies and procedures
  • Excellent verbal and written communication skills
  • Ability to prioritise workloads and meet deadlines
  • Focused on conduct risk and improved customers outcomes
  • Trustworthy and reliable
  • Excellent problemsolving skills
  • Ability to make decisions quickly and within their realm of responsibility and autonomy
  • Working at all times in accordance with group/company policy, processes, and control frameworks
  • Working at all times lawfully and in accordance with predefined regulatory, compliance and financial requirements, e.g. Data Protection, Health and Safety, Financial Conduct Authority Standards
  • Autonomy and confidence to make decisions in line with policy guidelines, operating procedure manuals and previous FOS cases
  • Confidence to present findings and solutions to key stakeholders with recommended outcome for customer and any follow up action needed

Further information
As well as a competitive salary we offer the following benefits

  • Competitive holiday allowance with the annual option to buy additional days
  • Death in Service benefit of x4 salary
  • Company pension scheme
  • Very generous maternity and paternity leave packages
  • A flexible benefits package which allows you to add additional benefits to your overall package
  • Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
  • Referral schemes
  • Discounted rates on PIB products
  • We offer a firstclass employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
  • If supporting the local community, engaging with charities and having the opportunity to 'give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
  • We also offer a wide range of discounts including a kids pass giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
  • PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
  • PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce.

We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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