This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose:

• To undertake quality assurance, including first line checks and controls in accordance with the department monitoring programme
• Handling and overviewing complaints - including complaint investigation, customer interaction and record keeping
• Maintaining MI reporting to support QA Framework and Risk Management Policies

Responsibilities:

• Assist Quality Assurance Manager with developing, maintaining and operating the Bridging QA Framework & Monitoring Plan
• Ongoing ownership of QA department procedural manuals to ensure they accurately reflect current policy and practices
• Provision of first-line QA reviews to confirm compliance with department processes and procedure
• QA reviews to include file checks, end-to-end customer journeys, individual reviews and telephone call monitoring against monitoring framework
• Identify good customer outcomes and make recommendations where this is not achieved
• Provide guidance and support to Bridging team members to achieve good customer outcomes in relation to handling vulnerability
• Follow up on remedial actions to ensure timely closure
• Oversight of Broker Panel and On-boarding process
• Handling and overviewing customer complaints - including investigating and ensuring customers are treated in a fair and consistent manner
• Communicating with customers (both written and verbal) as part of complaint investigation process
• Recommendation for process and procedural improvements in line with industry best practice
• Maintaining MI reports on remedial actions, Conduct Dashboard measures and trend analysis to support QA reporting
• Ad-hoc tasks at the delegation of line management

Skills and Experience Sought:

• Previous experience in Quality Assurance and/or Complaint Handling for property lending products
• A good understanding of FCA regulation, Consumer Duty and Vulnerable Customer procedures
• Managing and prioritising own workload

Remuneration and Benefits:

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support - discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching