Manchester - Customer Service & Operations Analyst, Quality Assurance Team (12 months)

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver good customer outcomes through quality assurance activities
• You will be actively involved in the holistic assessment of Past Business Reviews for an Investment Remediation ProjectcoveringEnd to End reviews with some potential stage gate assessments.
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• This role will be offered on a 12 month basis

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our Quality Assurance Team. You’ll be assessing and investigating point of sale review documents to assess the suitability of the advice given, providing support to the Quality Checking teams and Operations, ensuring processes, policies and procedures are delivered in line with good customer outcomes.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Reviewing file review assessments, telephony and redress methodologies to confirm correct outcomes have been reached.
• Highlighting any gaps in policy or existing processes which may be causing poor customer outcomes and how this can be rectified

The skills you'll need

You will need to be able to undertake a full quality check on cases reviewed by the Operations team, identify the correct outcome has been achieved and provide appropriate feedback.

You’ll also need:

• You’ll need a minimum qualification of QCF4 diploma level in Financial Planning
• Experience of Past Business File Reviews and understanding of the investment advice process, including simple investments, Individual Savings Account and Open Ended Investment Company’s, to more complex solutions such as Pensions and Estate Planning
• Experience in either a quality checking role or quality assurance role
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including Excel