Complaints QA

Hours:

35 hours per week on a 12 month fixed term contract

Salary:

£30,800 Per Annum

Closing Date:

Mon, 3 Jun 2024

We are recruiting a Complaints Quality Assessor and Coach. If you have a passion for continuous improvement, enjoy working in a fast-paced environment, and have a keen eye for detail, then this may be the job for you

At Skipton Building Society, we’re not just another financial services institution. We’re a mutual organisation, which means we’re owned by our members and place them at the heart of all we do.

Here at the Skipton, we pride ourselves in providing the highest possible service but sometimes the customers’ expectations aren’t met which may result in a complaint. Our approach is that any and every complaint is settled quickly and fairly to instil and underpin our values.

Who Are We?

Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You will be joining the Complaints Department, consisting of 2 leaders, 21 Complaint Handlers and 3 admin staff. We work closely with several teams across the business to ensure we’re completing in depth investigations and consistently achieving the best possible outcome for the customer.

What’s In It For you?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

Annual discretionary bonus scheme

25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days.

Holiday trading scheme allowing the ability to buy and sell additional annual leave days.

Matching employer pension contribution (up to 10% per annum)

A commitment to training and development.

Private medical insurance for all our colleagues

3 paid volunteering days per annum

Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups.

We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership.

What Will You Be Doing?

Within the Complaints QA and Coach role, you’ll be required to complete deep dive checks on customer complaint outcomes based on a scope provided by the complaint’s leaders. We are committed to providing a seamless service to our customers and are keen to continuously improve the way we work.

Your responsibilities will include:

Ensuring all complaints within the complaints department and front-line teams are handled in an efficient and compliant manner, in line with regulatory requirements.

Identifying and implementing change that will result in process efficiency, better customer outcomes and potential cost savings.

Liaising with key stakeholders across the business to create robust training.

Communicating errors or areas of concern, ensuring clear understanding of errors made and any remedial actions required.

Sharing successes to support with empowerment and confidence across teams.

Conducting Adhoc coaching sessions with colleagues who are struggling with resolutions.

Maintaining a log identifying trends within checks.

Sharing trends with the relevant stakeholders on a fortnightly/monthly basis.

What Do We Need From You?

Relevant experience within complaints QA.

Experience handling complaints within a regulated environment.

Experience managing your own workload, demonstrating the ability to prioritise.

The ability to make evidence-based, accountable decisions.

Excellent written and verbal communication skills.

Savings and mortgages knowledge (Essential)

Highly organised

Ability to create and assess robust MI.

As a Complaints QA and Coach, you can expect a structured, tailored training programme to ensure your success within the role. And, in our regular team sessions, you’ll be able to share advice and experience with your colleagues. It’s everything you need to keep growing your skills and expertise with one of the largest building societies in the UK.

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