Customer Advocacy Quality Specialist

3 months ago


West Bromwich, United Kingdom West Brom Full time

**Customer Advocacy Quality Specialist - 12 Month Maternity Cover**

**Salary: up to £31,500 DoE**

**Hours: Full time - 35 hours**

**Contract: 12 Month Contract**

**Location: Hybrid Working (Head Office, West Bromwich)**

The West Brom are looking to recruit a Customer Advocacy Quality Specialist on a 12 month maternity cover. The post holder will be responsible for managing the completion of monitoring and testing activities to support our Customer Outcome Testing Plan. They will also manage the completion of first line quality assurance checks on complaints handled within the centralised complaint team. They will have a strong customer focus to ensure our checking, monitoring and testing puts the customer at the heart of everything we do and supports our Conduct Risk and Consumer Duty responsibilities.

**Key Responsibilities**:

- Managing the delivery of the Customer Outcome Testing Plan including end to end customer journeytesting and oversight activities.
- Overseeing the completion of complaint quality assurance on the centralised complaints team.
- The responsibility for all aspects of the performance of Customer Advocacy Quality Officers through thedelivery of effective coaching, development and motivation. They will also be responsible for managingany underperformance issues.
- Maintaining effective Training & Competence Schemes across Customer Advocacy and providingsupport to the business to drive a consistent and effective approach to first line checking activity.
- The development of a Society wide quality dashboard to enable the recording, measuring and reportingon our performance against achieving good customer outcomes and quality assurance as a whole.
- Providing regular reports on monitoring, testing and quality activities for a range of stakeholders.
- Working with key stakeholders to deliver feedback which builds confidence and empowers colleagues todeliver good outcomes.

**Skills and Experience Required**:

- Previous experience in financial services.
- Knowledge of Customer Duty and Conduct Risk.
- Excellent listening skills and solution focussed.
- Previous people management experience.
- Good stake holder management.
- Strong analytical skills.
- The ability and confidence to challenge processes and procedures.

**What’s in it for you?**

We wholeheartedly believe that our people are our greatest asset, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:

- Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
- Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
- Social club membership - dozens of discounts available for a wide variety of family days out and events
- Performance related pay scheme
- Corporate health plan with the option to include family members
- Discounted travel cards
- Life assurance provided by the Society at 4 times your salary

**Why choose the West Brom?**

**At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.**

**Do it today and click apply**
*



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