Responsible for measuring and overseeing the quality and verification of all non-advisory sales, calls/correspondence in line with business and FCA expectations and ensuring corrective action is undertaken where required to ensure the delivery of a first class level of service to our customers.
· Ensuring regulatory principles & processes, including TCF and Data Protection policies are followed and delivered consistently.
· Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals.
· To deliver set targets and KPI’s on all quality monitoring activity undertaken.
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· To provide feedback and coaching and support to agents.
· Provide feedback to management about effectiveness of processes and potential risks to ensure the department operates in the most efficient manner possible.
· Obtain and accurately input relevant customer data into in-house systems and ensure clear notes are added where needed.
· Achieve departmental and individual objectives.
· Work with other parts of the organisation for the overall objective of improved customer service/experience and treating customers fairly.
· Participates in self-development through coaching, mentoring, training and peer feedback.
· Undertake work of a related nature, or perform duties other than or in addition to those outlined above upon request.
· To carry out your accountabilities and objectives within the framework.
· Driven.
· Excellent Telephone Manner.
· Desire and ability to learn quickly.
· Strong work ethic.
· Positive attitude.
· Team player.
· Attention to detail and exceptional organisation skills.
· Excellent timekeeping and attendance.
· Ability to manage workload to ensure mandatory requirements and regulatory timescales are met.
· Analytical with strong problem-solving skills.
· Strong computer skills including Microsoft Office (Word, Excel, and Outlook).
· Able to show initiative and make appropriate business led decisions.
· Understanding of FCA and TCF regulations relating to complaints handling and consumer sales.
Job Type: Full-time
Salary: £22,500.00-£25,000.00 per year
Benefits:
- Work from home
Work Location: Remote
