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Outcome Evaluation Specialist
2 months ago
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, our company has earned a strong reputation for delivering a diverse product range, ensuring prompt decisions during the application process, and fostering a collaborative relationship with our clients throughout the duration 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
· Annual Employee of the Year recognition
· Long Service awards
· Discretionary annual bonus
· Life insurance coverage
· Discounted gym memberships
· Flexible working arrangements
· Training and exam sponsorship opportunities
· Employee assistance program
· Paid volunteer days
· Option to purchase additional annual leave
· Social events for team building
Role Overview:
Reporting to the Oversight and Capability Manager, you will be responsible for conducting comprehensive outcome evaluations across various critical customer journeys, utilizing a robust testing framework.
Your focus will be on assessing the experience from the customer's viewpoint to ensure the delivery of 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.
As a subject matter expert in outcome evaluation, you will engage in 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; reviewing existing frameworks for services provided across all customer-facing departments.
- Utilize internal systems to maintain a clear audit trail.
- Generate reports and provide constructive feedback to senior management.
- Suggest 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.
- Knowledge of Consumer Duty and what constitutes a favorable customer outcome.
- Excellent communication and interpersonal skills to foster relationships and collaborate with stakeholders at all levels.
- High standards 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.
We look forward to your interest in this opportunity.