Kind Consultancy is working with a well-established specialist Challenger Bank which is currently seeking a Complaints Business Assurance Officer to join them in a 6 month fixed-term contract with a pro rata salary equivalent of up to £34,000, with a hybrid work model based in their East Midlands offices requiring 3 in-office days per week.

The Complaints Business Assurance Officer will provide business assurance to the Complaints function, ensuring delivery of the overall service strategy with key responsibilities including:

• Conducting Complaints Quality Assurance work including call listening, feedback, and action planning
• Carrying out Data Quality and Data Accuracy testing relating to customer onboarding and servicing
• Producing MI packs demonstrating Business Assurance activities and key management information, including the Bank’s Conduct Risk Dashboard
• Supporting, delivering and monitoring customer journeys and customer outcome testing via ad hoc reviews
• Maintaining key customer policies and procedures such as Vulnerability, Deceased and Customer Identification & Verification (ID&V).
• Delivering new starter training across all key processes including ID&V, vulnerability and complaint management.
• Leading operational training for any changes in process
• Working with operational managers to develop and manage a robust induction plan and skills gap analysis.
• Providing coaching and support to new starters, managing them through induction and on boarding before signing off competence

Our ideal candidate for the Complaints Business Assurance Officer fixed term contract:

• Has good knowledge of complaints regulation including Dispute Resolution (DISP) and Financial Ombudsman Service (FOS) guidance.
• Demonstrates a strong understanding of Conduct Risk and Treating Customers Fairly principles
• Is an excellent communicator in writing and speech, with good presentation skills
• Is highly accurate with consistently excellent attention to detail
• Has experience and technical knowledge of process and customer service practice to allow for business and quality assurance activity
• Is highly organised and able to work autonomously, managing their own workload
• Is computer literate and a confident user of Microsoft Outlook, Word, Excel & PowerPoint

If you're interested in the Complaints Business Assurance Officer fixed term contract, you're based in or can commute to the East Midlands and you have the necessary knowledge, skills and experience, please apply with an up to date CV today.