Quality Reviewer

4 weeks ago

Speke, United Kingdom The Very Group Full time

About us

We’re The Very Group, and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.

About the team

Within the best large contact centre in Europe (as voted in the European Contact Centre Awards) is a team of Complaint Handlers, who help to deliver a better experience for our customers.

Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.

About the role

The Quality Reviewer will be responsible for reviewing resolved complaints received directly from the customer or via authorised third parties in line with regulatory requirements.

Additionally, the role will require you to capture feedback for the purpose of reporting volumes and trends, making relevant recommendations to improve quality scores and enhance the customer journey.

  • Monitoring complaints to ensure quality and compliance, together with internal processes and procedures to ensure the correct outcome has been reached
  • Communicating any relevant issues identified during monitoring activity to the CE Management Team to encourage improvement to the customer journey
  • Completing monitoring documentation to enable the production of accurate data and information
  • Communicating with the Quality Assurance Team to assist with retaining consistency across all escalated complaint handling workstreams
  • Facilitating consistency clinics for the team
  • Understanding of all regulatory requirements, with particular reference to FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints
  • Escalating any issues or queries that cannot be resolved with reference to existing policy and procedures

Some of our benefits

  • Flexible, hybrid working model
  • Inclusive culture and environment, check out our Glassdoor reviews
  • 23 days holiday + bank holidays
  • Udemy learning platform
  • Bonus potential (performance and business-related)
  • Up to 25% discount on Very.co.uk
  • Matched pension up to 6%
  • More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

What happens next?

Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.

Equal opportunities

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

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