Would you like to join a new, fast-growing car insurance-based operation delivering exceptional customer service using the latest cloud-based technology? You could become a key part of our highly experienced and successful team.
This is an exciting opportunity for an experienced and people-focused Quality Assurance expert.
This is a brand -new role within our business and covers many aspects of both complaint handling and quality auditing. As such we’re looking for a person who enjoys and is motivated by continuous improvement and the investigation and analysis that sits behind it.
A key member of the Customer Service team, you will liaise directly with customers to resolve complaints, as well as liaising with Customer Service Advisors and other key stakeholders.
•	Perform quality audits and identify actions where relevant to demonstrate that we’re working within regulatory frameworks.
•	Investigate and resolve complaints from across the business, in a timely and effective manner.
•	Ensure all details of the handling and resolution of the complaints are recorded.
•	Review and analyse the root cause of complaints, identifying relevant actions and working with key stakeholders to reduce complaint volumes.
•	Create strong working relationships with the direct customer experience team and with key members of the wider business.
•	Use feedback mechanisms, provide regular reporting on human error complaints and ensure feedback is delivered to individuals.
•	Provide monthly and ad-hoc reports, commentary and recommendation based on the complaint and quality data.
•	Excellent problem-solving and decision-making skills.
•	Comfortable working in a fast-paced, deadline-oriented work environment.
•	Highly analytical with a focus on root cause analysis.
•	Able to quickly get to grips with the business operations, processes and be driven to keep learning and improving.
•	At least 1 years’ experience managing customer complaints (ideally in a regulated industry).
•	At least 1 years’ experience in a quality assurance role, preferably in a contact centre environment.
•	A team player who thrives on working together to achieve shared goals.