Complaints Quality Analyst


Premium Job From Swinton

Recruiter

Swinton

Listed on

18th April 2017

Location

Manchester

Salary/Rate

£20000 - £25000

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

We are Swinton Insurance. We’ve been helping people to find insurance for over 50 years. And we’re far from done. With a fresh focus, a clear vision and some incredible projects on the go, there’s never been a better time to join us - and to develop your career with the nation’s biggest high street insurance retailer.

In this role you'll be required to conduct complaints quality monitoring in line with agreed methodologies and to test and demonstrate whether complaint identification, investigation and resolution are consistent with regulatory expectations and deliver fair outcomes for our customers.

To undertake consistent quality monitoring of complaint handling across the Swinton business in accordance with agreed quality methodology and standards;

To meet productivity targets in line with team and department objectives;

Maintain an open, honest and engaging dialogue with the key stakeholders across the Swinton business so that any quality related issues relating to customer dissatisfaction and customer interactions are clear, enabling swift remedial action to be taken.

To test and demonstrate whether complaint identification, investigation and resolution are consistent with regulatory expectations and deliver fair outcomes for our customers.

Where required, report timely, accurate productivity and quality assessment results to the Complaints Quality Management team to enable the delivery of management information that allow conclusions to be drawn and decisions to be taken to support fair customer outcomes;

Deliver timely and consistently high quality work which reflects a customer outcome focussed approach.

To actively support and encourage at all times, compliance with our quality principles, company policies and best practice in security, legal and regulatory requirements;

To safeguard information, paying particular attention to customer and employee data and business sensitive information;

To be aware of and understand Swinton’s Whistleblowing Procedure. To question and act upon concerns about malpractice or wrongdoing by following the Swinton Whistleblowing Procedure.

You’ll be part of an ambitious business that’s always thinking ahead - defining, planning and building for a better future. You’ll have your own rewards & benefits package, a personal development plan and lots of opportunities to have input into the way you think they should be done.

Previous experience in a Quality Monitoring role, preferably in either regulated financial services or a Complaints specific role;

Excellent organisational and time management skills with proven ability to work to targets and deadlines;

Proven experience of providing feedback to stakeholders improve performance;

Computer literate. MS Office in particular;

Proven interpersonal skills and the ability to build effective working relationships with stakeholders at all levels;

Ability to concentrate for long periods with excellent attention to detail;

Determination, impartiality and resilience in difficult situations;

Adaptable and pragmatic in light of change;

Takes accountability for own performance;

Collaborates well with others, demonstrating an enthusiasm to support others in creating an improved/efficient service to our customers and stakeholders;

Good verbal and written communication skills;

Effective problem solving skills;

Required Qualifications

GCSE passes or equivalent in English and Maths.

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