Outcome Evaluation Specialist

3 weeks ago

Chester, Cheshire, United Kingdom Specialist Motor Finance Limited Full time

Outcome Evaluation Specialist - Competitive Salary - Hybrid Working Model - Permanent Position

Specialist Motor Finance Limited provides tailored hire purchase solutions to clients who may not qualify with traditional lenders through a network of automotive introducers.

Founded in 2014, we have established a strong reputation for delivering a diverse product range, ensuring swift decisions throughout the application process, and fostering a collaborative relationship with our clients during the entirety of their agreements.

Employee Benefits:

· Up to 8% contributory pension scheme

· Employee referral program with rewards

· Access to Perks at Work

· Recognition awards for exceptional performance

· Income protection coverage

· Employee of the Year recognition

· Long service awards

· Discretionary annual bonuses

· Life insurance

· Discounted gym memberships

· Flexible working arrangements

· Training and examination sponsorship

· Employee assistance programs

· Paid volunteer opportunities

· Option to purchase additional annual leave

· Social events and activities

Role Overview:

Reporting to the Oversight and Capability Manager, you will execute comprehensive outcome evaluations across various critical customer journeys, employing a robust testing framework.

Your focus will be on the customer experience throughout the journey, ensuring that we deliver consistent and favorable outcomes while safeguarding customers from potential or actual harm.

You will gather outcome data, pinpoint necessary remedial actions, and communicate findings to senior stakeholders and operational teams for implementation.

Additionally, you will provide valuable insights into subpar outcomes and suggest recommendations for the Root Cause Analyst's consideration.

As a subject matter expert in outcome evaluation, you will conduct enhanced monitoring and offer additional support to colleagues who are new to the organization or have not met the required quality standards.

Key Responsibilities:

  • Conduct outcome evaluations; assessing existing frameworks for services provided across all customer-facing departments.
  • Utilize internal systems to maintain a clear audit trail.
  • Generate reports and deliver feedback to senior management.
  • Propose enhancements for policy and quality control measures.
  • Identify risk areas and escalate issues as necessary.

Qualifications:

  • Experience in Quality Assurance or Outcome Evaluation within a highly regulated sector.
  • Comprehensive knowledge of collections and complaints management best practices.
  • Experience in Motor Finance is advantageous but not mandatory.
  • Strong understanding of regulatory requirements and compliance frameworks, including familiarity with FCA Regulations.
  • Awareness of Consumer Duty and the elements that constitute a positive customer outcome.
  • Excellent communication and interpersonal skills to build relationships and collaborate with stakeholders at all levels.
  • High level of integrity, professionalism, and ethical conduct.

The successful candidate will consistently adhere to the standards expected within Consumer Duty and comply with The Conduct Rules, which outline the minimum standards of individual behavior required in this role.

Interested in this opportunity? We look forward to your application.

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