Senior Customer Assurance Officer - Accrington, United Kingdom - Studio Retail Ltd

Studio Retail Ltd

Verified Company

Accrington, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Senior Customer Assurance Officer - Financial Services

Clayton Le Moors, Lancashire

Permanent Role

About Studio Retail Limited

Now part of the Fraser Group, we're one of the largest online value retailers in the UK, providing a personal shopping service to over 1.9 million customers each year through our award-winning App and and websites.

Our product range is huge, with over 60,000 different products covering clothing & footwear, electrical, household, têxtile, bedding, furniture, nursery products, gifts and greeting cards.

We employ over 1500 colleagues in a wide variety of roles, many of whom have seen their careers grow with us.

Our colleagues say they work here because of our people and customers, and we offer everyone the opportunity to develop and progress.

Our customers are at the heart of everything that we do.

We're currently undertaking a digital transformation program that will deliver the best service to our customers and our colleagues, to make us the leading online value retailer in the UK.

About the Opportunity

At Studio Retail Limited we are constantly evolving & transforming, and we are now recruiting for an exciting opportunity for a Senior Customer Assurance Officer to assist our Customer Assurance Manager in managing and allocating resources and workloads and completing customer outcome monitoring reviews to provide assurance over FS procedures and the effectiveness of those in delivering adherence to policy; including the achievement of customer outcomes and the quality of delivery of those outcomes.

As a Senior Customer Assurance Officer you will be responsible for:

Executing the assurance plan, managing, and monitoring team performance to deliver,
Achieve SLA and deadlines
Completing assigned monitoring activities across all areas of Financial Services with the objective of assuring that targeted customer outcomes are successfully delivered to a standard aligned with regulatory and Studio quality expectations.
To identify areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios ability to achieve the targeted customer outcomes. Work collaboratively with CCAT team, operational colleagues and managers to develop the design of improvements, track and validate as implemented.
Proactive participation in workshops and close out meetings associated with the assigned monitoring activity.

What are we looking for?

Why Studio?

Experience of working and delivering in a regulated environment
Experience of working within the financial services sector
Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines
Good working knowledge of financial standards and guidelines e.g. FCA, TCF
Ability to deliver when faced with changing priorities and demands
Ability to generate positive team ethos and morale that delivers outcomes
Excellent written and verbal communication and engagement skills
Is customer focussed and passionate about achieving the right outcome for our customer
Is analytical, pragmatic and systematic in approach
Ability to manage conflict and knows when to escalate
Attention to detail
Is selfmotivated and able to work as part of a wider team
IT literate

We have many experienced colleagues who'll tell you they love working at Studio because of the people and the opportunities to develop.

It's a fast-paced environment and the offices have a friendly and informal feel to them, no suits required to do a great job here

We offer a great benefits package including flexible working hours and free parking and would love to hear from you if you think we could be the right company for you.

**#wedowow