Banking Quality Improvements Officer - Solihull, United Kingdom - Secure Trust Bank

Secure Trust Bank

Verified Company

Solihull, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Customers are at the heart of everything we do and so the quality of our interactions with them are one of our highest priorities, ensuring we are continually exceeding expectations.

Our Quality Control Team is responsible for completing operational assurance activities across both our Vehicle Finance and Savings operational teams including the following:

Employee evaluations
all call, administrative and digital service monitoring
Governance maintenance and control of operational policy, procedure and process maps
System assurance and customer communications ensuring systems are operating as expected and that letters and documentation are correct

What you will do

As part of the role, you will complete all call monitoring and case audits whilst supporting operational and process rigor testing.

From your observations, the team will provide coaching and support to front line staff, constantly seeking to improve skills, competency and the quality of customer interactions and processes, supporting the wider Quality & Standards team, aiming for the ultimate objective of outstanding customer service evident from customer feedback and results against a set of customer KPI's.

You will manage your own workload without supervision, identifying potential changes required to activity to constantly improve the customer outcomes and risk profile within Banking Operations.

Key Responsibilities

Complete monthly call monitoring and case reviews without supervision
Provide 1/1 coaching and support to front line staff on a regular basis
Carryout call consistency meetings with internal parties
Conduct live listening call audits and feedback to agents same day
Proactively identify and propose potential improvements to customer experience and risk controls
Provide constructive feedback to operational leadership through a monthly statistical pack
Support colleagues at all levels to ensure product, compliance and soft skills standards are met
Own key governance documents, proactively ensuring and updating them to align with day to day operations and communicating changes made to colleagues
Highlight individual training needs where required and support the closing of skill gaps where required
Take responsibility for maintenance of call monitoring and audit tools
Provide support to new and post academy colleagues and input into mandate/accreditation program
Respond positively and proactively to reasonable requests for additional activity as required

What you will bring

Knowledge of quality assurance activity or audit and monitoring activity
Front line experience in financial services
Prioritization and planning of own workload
Awareness of key risk drivers and key controls
Evidence of stakeholder management skills
Expertise in relevant product and operational processes

How you will be rewarded

Our entry level salary is up to £25,000 per annum (depending on experience), you also get;
Annual bonus scheme
Life assurance
Matched pension contributions
25 days annual leave plus bank holidays and your birthday off, on us
A wellbeing hour to spend doing whatever makes you happy
A wide range of flexible benefits from Cycle2Work to healthcare checks
Free fruit and hot drinks throughout the day
Paid volunteering days and matched charity fundraising
Free parking

Everyone is different. Everyone is valued**We're building one of the best banks in Britain. It's what we've been doing since 1952 and in that time, we've learned that we're more than the sum of our parts. We're a strong Group because of our people. And all our people are different.

Every one of our employees brings unique talent, ability and perspective to their role.

That's why Secure Trust Bank Group nurtures differences. We understand that we perform better because we're not cast from the same mould.

We actively embrace and celebrate diversity, work with leading industry bodies and support initiatives that reinforce our philosophy of giving you the freedom to be who you are.

We're an award-winning bank providing savings accounts and lending services to over one million customers. We're Secure Trust Bank Group. We embrace difference.