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Customer Experience Officer
2 months ago
About Together
We are a leading property finance company with a strong entrepreneurial spirit. Our team of over 750 colleagues is passionate about supporting individuals and businesses achieve their property ambitions by taking a common-sense approach to lending a range of mortgage and secured loan products.
Job Summary
We are seeking a Quality Assurance Officer to join our team. As a Quality Assurance Officer, you will conduct Quality Assurance (QA) activity to ensure that our colleagues are delivering great customer outcomes and process guidelines, while adhering to regulatory requirements and company policy.
Key Responsibilities
- Complete Quality Assurance activity in line with productivity expectations
- Maintain SME knowledge of business procedures to ensure accurate, 'right first time' QA assessments are undertaken
- Display consistent decision-making and provide constructive feedback to colleagues to drive improvements in competence and customer outcomes
- Help to identify key risks, trends and areas for improvement and ensure that both 'best practice' and common findings are shared with colleagues
- Escalate appropriately in the event of any significant regulatory or process breaches
- Identify and escalate deficiencies in business procedures that are impacting customer outcomes or business effectiveness
- Concise completion of scorecards, highlighting any risks identified and corrective action required
Requirements
- High expectations of Customer Service excellence
- Proficient in use of Microsoft Word, Excel and Outlook
- Ability to provide feedback in a professional & constructive manner
- Excellent attention to detail
- Effective decision-making skills
- Proven ability to plan & organise workload and to adhere to targets/deadlines
Desirable Qualifications
- Experience within the Financial Services Industry
- Relevant professional qualification (CeMAP)
- Good understanding of FCA expectations and the Consumer Duty outcomes
- Experience of Quality Assurance activity and a continuous improvement culture
- Familiar with SharePoint and InfoPath
Benefits of Working at Together
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Amazing on-site/ subsidised Restaurant
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
