Customer Experience and Quality Assurance Manager
We are seeking an experienced Complaints and Quality Assurance Manager to lead our efforts in delivering and enhancing customer satisfaction, sales, service quality and compliance within the Skipton International.
As our business continues to grow and evolve, the position of Customer Experience and Quality Assurance Manager will play a pivotal role in driving responsible growth and customer satisfaction.
This role will line manage the complaints, quality assurance function, social media platforms and the business performance in line with agreed KPI’s and regulatory compliance.
The Customer Experience and Quality Assurance Manager will also ensure that the bank not only meets regulatory requirements but also continuously improves its service quality.
Required Experience
- 2-3 years’ experience in a regulated environment ideally within Financial Services
- Risk Management
Key Responsibilities
- Oversight in the quality framework processes and procedures ensuring quality scores remain appropriate and in line with business goals and regulatory compliance.
- Lead and supervise a team of Advisors responsible for conducting first-line reviews, ensuring adherence to established quality standards and compliance.
- Leading and develop a team of complaint handlers
- Overseeing the investigation, response and resolution of complaints
Related Careers
Location
Guernsey, JerseyJob Role
Customer Experience and Quality Assurance ManagerCompany Name
Skipton InternationalBusiness Type
Customer experience (CX), Financial services, Mortgages, Retail bankingJob Type
Full-timeWorkplace
Office-basedSalary
Dependent on experienceClient Reference ID
VA27Related Careers