About This Role

• Delivery of quality assurance across CRU teams
• To be responsible for monthly/quarterly audit plan and maintenance of checklists and materials
• Be responsible for audit checking, consistency and reviewing sample size requirements.
• Provide Quality MI both proactively and when required to key stakeholders to support performance management
• Support root cause and trend analysis
• Support the complaints area and individuals with 121 coaching sessions, relicensing and warmsite (where needed)
• Support Project activity as business need dictates
• Act as point of escalation for issues and complaints as and when required
• To liaise with technical experts and peers to ensure that any changes in legislation and procedures are assessed and understood, ensuring product, process and system knowledge is maintained
• To communicate technical and procedural information to staff in an effective and timely manner
• To ensure that you understand, adhere to and comply with all relevant regulatory policies. This includes completion of any mandatory training requirements
• Deliver and maintain training within the complaints area for existing and new staff and keep training material up to date
• Performance Management – To ensure the delivery of audit samples and trends to aid the team manager in People Management and all processes
  

• Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential
• Ideally would have a comprehensive knowledge or relevant products, systems and procedures
• Knowledge of current legislation, ie Data Protection Act, Compliance and FCA rules
• Previous experience as complaint handler in financial services
• General organisational business and financial awareness
• Quality monitoring skills
• Time Management and Organisation skills
• Excellent Communication skills– oral/written
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies
• An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities
• Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment
• Being discreet when dealing with confidential information
• Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty
• Can deliver and receive feedback in a constructive manner

The hiring manager to contact is: Wendy Knox Email: wendy.knox@diligenta.co.uk

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