Customer Outcome Officer

5 months ago

Bristol, United Kingdom TLT Full time

We are recruiting for a Customer Outcome Officer to join our Customer Outcome team in Bristol. The Customer Outcome Team are responsible for challenging and auditing the internal operations, using robust criteria to assess the quality of work with an appropriate focus on customer outcomes.

This is a hybrid opportunity with opportunity to work from both our head office in Bristol and home.

**Your Role**:
As a Customer Outcome Officer your day to day remit includes;
- To complete a number of audits of the work carried out by the operational team to assess quality, compliance of regulations/policy documents, and customer outcomes.
- Complete all allocated audits within service level agreements.
- Provide feedback and suggested actions into the operational team
- Identify trends and proactively take steps to address these, with agreement from the Customer Outcome Manager.
- Complete root cause analysis of errors and identify/complete actions to address this.
- Provide support to the Customer Outcome Manager by reviewing and updating audit templates/criteria and completing other tasks/projects as they arise.
- Creating and distributing a quarterly Customer Outcome Team Blog.
- Participate in Quality audit calibrations.

**Your Skills and Experience**:

- Effective record keeping
- Demonstrate high levels of accuracy
- Excellent attention to detail
- Demonstrate a conscientious, 'can-do' attitude
- Be client focussed
- Supportive of team members

**Your Team**:
Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.

We support on repossession conveyancing, so that when a property is taken into possession the title checking process is carried out promptly, and a sale progressed proactively. We also provide advice and support to fixed charge receivers from validating their appointment through to dealing with non-paying tenants or those who remain in the property beyond the end of their tenancy.

**About TLT**:
Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,200 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2021 we were named The Lawyer’s Law Firm of the Year, recognising our incredible success story.

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.

**Our Benefits**:
We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people.

INDTLT

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