Quality and Complaints Assessor job in Altrincham

BACK

FavoriteLoadingSave Job

Job Ref: 6478

Job Type: PERM

Location: Altrincham

Salary: £22,000 - £24,000

Date Posted: 10-09-2018

Category: Accounting/ Finance

Alexnander Hancock

Job Description

Our client is looking to recruit a Quality & Complaints Assessor to deliver exceptional customer service and ensure that customer complaints are resolved in a timely and compliant manner as well as supporting the business by reviewing and analysing a variety of work types and calls to assess quality.

The Quality and Complaints Assessor will also ensure that all assessments and related outcomes are recorded in line with company policy, procedures and FCA guidelines.

Providing feedback to Team Managers for their staff who would benefit from call quality training to ensure the customers outcome is at the heart of their decision making process.

Responsibilities of the Quality and Complaints Assessor:

  • Answer complaints in line with business complaints handling procedures. Always adhere to FCA guidelines and meet all deadlines
  • Liaise with relevant departments and managers, championing the customer and ensuring a speedy resolution to a complaint
  • Maintain accurate complaint records to will enable the business to identify trends and feedback into the business
  • Complete root cause analysis and share the learning with colleagues
  • Be the customer face of the business for the Financial Ombudsman Service, collecting information when required and providing them with full replies to any questions or complaints they raise as quickly as possible, keeping any promises we make
  • Assess whether complaints fall within the jurisdiction of the Financial Ombudsman Service
  • Every customer complaint is unique. Provide bespoke guidance on resolution and arrange required action to be taken to resolve complaints, working with internal or external stakeholders
  • Identify and support any customer in financial hardship and ensure they’re given appropriate contact details for assistance
  • Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
  • Ensure compliance with policies and procedures across all business functions
  • Answer complaints in line with business complaints handling procedures. Always adhere to FCA guidelines and meet all deadlines
  • Selecting and sending calls across all department for Team Leaders to score on a weekly basis (Collections, Loans and Financial Solutions)
  • Selecting and sending admin work across all department for Team Leaders to score on a weekly basis (Underwriting, Non Telephony, Emails, Refunds, Adjustments and FS admin)
  • Attend monthly group calibration sessions with Collections/FS and Loans
  • Apply an objective, constructive and logical approach when conducting monitoring, provide information to the department manager on issues and areas of required improvement
  • Provide suggestions to enhance and improve call monitoring formats and quality to your manager
  • Ensure that timely and accurate responses have been provided; assessing customer service in line with internal policies, processes and FCA requirements
  • Escalate all risks to your line manager immediately
  • Maintain knowledge of relevant departments’ processes and procedures
  • Maintain knowledge of relevant regulatory guidelines and information
  • Other duties as assigned
  • Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions
  • Ensure compliance with policies and procedures across all business functions

Skills and Knowledge required for the role of Quality and Complaints Agent:

  • Self-motivated and enthusiastic, ability to work under own direction and initiative
  • Communication – good communication skills, both verbal and written, must be able to work with a diverse range of team members and be able to communicate confidently and effectively with the team environment
  • Critical thinking, using logic and reasoning to identify where opportunities exist to improve
  • Planning and organising – Works in a thorough and well-ordered way to produce accurate, complete, consistent and compliant work.
  • Judgement and decision making, able to consider the costs and benefits of actions chosen
  • To maintain a high degree of professionalism, confidentiality and discretion in carrying out all duties
  • Analytical thinking, to be able to interpret information with a good attention to detail
  • Honest, trustworthy and exceptional empathy skills to see things from others points of view to help aid resolution
  • Initiative, willingness to take on responsibilities and challenge
  • Knowledge of the Collections department and call flow
  • Microsoft excel
  • Good oral, written and interpersonal communication skills
  • Demonstrate ability to work well in a team environment
  • Ability to identify strengths and focus areas and make recommendations for improvement
  • Effectively build relationships with key stakeholders in the business areas
  • Highly organised and good time management skills; having the ability to priorities tasks to agreed service levels.
  • Compliance-oriented mind set
  • Attention to detail

Experience and Qualifications:

Essential

  • Excellent written and verbal communication skills
  • Intermediate level proficiency in Microsoft Word, Excel, Outlook and PowerPoint
  • Previous complaints handling an advantage

Desirable

  • FCA or FOS complaints exposure or similar
  • Relevant industry experience
  • Knowledge of regulatory affairs with respect to complaint handling in a regulated industry
  • Relevant industry experience
  • Knowledge of regulatory affairs with respect to complaint handling in a regulated industry

  • Contact Details

  • Job Details

  • CV upload

  •    

    For assistance with your CV, try our CV Builder, here

  • This field is for validation purposes and should be left unchanged.