Quality Executive

6 months ago

Ashbourne, United Kingdom CET Careers Full time

**Applications are invited from the UK mainland only**

Working for CET is many things - exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

Working permanently from home means no commuting costs
- Do you have experience in investigating Complaints?
- Do you have the ability to coach people and support them to improve outputs?
- Do you want to work for an expanding company that values its people?

If so, read on as an exciting opportunity has arisen for a Complaints QA Executive to join our internal audit department. The role will be working with the Complaints QA Team and Complaints teams to ensure that our complaint handling meets Financial Conduct Authority requirements as well as embedding a customer centric culture.

This will include auditing end to end complaint cases, listening to and marking calls in line with current business requirements, feeding back findings to Complaint Handlers, calibrating complaint audit results within the Complaints teams and checking final responses and ad-hoc letters written by our Complaint Handlers.
- To meet both internal & external SLA agreements for QA.
- Quality check full complaints investigations by complaints handlers, in line with company policies and FCA regulations.
- Coach and support complaints handlers with the help of Team Managers, to improve complaints quality results.
- Ensure complaints handlers are fulfilling their obligations in line with internal policies and procedures.
- Work collaboratively with all teams and colleagues, ensuring consistency to quality assurance approach and best practise across the business.
- Attend calibration sessions with Complaint Handlers, Complaints Team Manager & Head of Customer Relations to ensure consistency of Complaint handling across CET.
- From time to time, attend and facilitate client calibration sessions with the outcomes to be fed back to business leaders with documented action plans and remedial deliverables.
- Evaluate front line agent’s complaint handling and work with our Team Leaders to measure and manage standards to meet our own Governance and controls.
- Review the decision making and actions taken by the complaints handler & deliver key learning’s once they are evaluated.
- Support the business in ensuring adherence & consistency in approach with redress guidelines.
- Be responsible for the checking of final responses and ad-hoc letters before they are sent. Focus on the outcome and decision as well as reviewing for spelling and grammatical errors.
- Deliver feedback & coaching to Complaint Handlers on a case by case basis, link in with Complaints Team Manager and Head of Customer Relations in terms of remedial work identified.
- Verbal communication needs to be adequate, in detail and professional in presentation.
- Facilitate and lead presentation sessions with small groups. Always look for root causes of complaints when scoring end to end cases and make suggestions for how complaints feedback can inform business change.

**Essential/Desirable Skills**
- Experience of working within an FCA environment.
- Experience of working within a QA function.
- Able to compile data in to detailed reports for senior managers
- Confident in delivering results to senior management
- Extremely high attention to detail Skilled in MS packages, including Excel and Word

**Hours of Working**: Mon-Friday (40 hours) per week with a degree of flexibility to work extra hours during peak winter months

**Salary**: £24K depending on experience

**Holiday Entitlement**:20 days plus 8 Bank holidays **plus** 1 service day after 12 months' continuous service each year up to 25 days maximum.

You will be required to complete a Homeworking Checklist and sign up to our Home Working Policy upon joining the Team to ensure you can work comfortably and safely from your home- CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition or need any adjustments to our process that would help you to perform to your full potential, please let us know._

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