Outcome Tester

About the Role

Darlington Building Society prides itself on delivering the best outcomes we can for all our members, we are committed to supporting our customers and meeting their individual needs. To help ensure we are maintaining a culture of continuous improvement and driving good outcomes for our members, we have the opportunity to be part of shaping our practices to ensure the customer is at the heart of everything that we do.

In the role of Outcome Tester, you will be responsible for measuring outcomes across the organisation. You will evidence control testing and demonstrate appropriate controls are in place to assess and monitor customer outcomes, providing a holistic review of a customer’s journey based on their individual circumstances, to ensure they have received a good outcome from Darlington Building Society

Reporting into the Outcome Testing & QC Lead, you will be responsible for performing outcome testing on, processes and standards of communication between the customer and Society. As well as identify that we obtained and recorded sufficient information to understand the customer’s circumstances. You will review products and/or services provided to the customer were appropriate.

This exciting opportunity will allow you to use root cause analysis and trends and work alongside our Continuous improvement Lead to develop new processes and procedures that are able to provide the best possible outcomes for our members

Working as part of the Member Experience team your findings will add value to the recommendations made by the department regarding how Darlington Building Society operates. A chance to be part of something really special, seeing the results of your work filtered into the organisation and our customers.

Who are looking for:

The ideal candidate will be:

• Passionate about detail
• A proactive individual, willing to challenge and improve processes
• Have strong communication skills both verbal and written
• Methodical and meticulous in your approach
• Can be objective when handling cases, looking at all the information first
• Customer focused
• The ability to prioritise and meet deadlines, with a high standard of accuracy and attention to detail

To be successful in this role, you will:

• Be experienced in supporting complaint handling or quality assurance
• Ideally worked in Financial Services
• Have worked in a customer-focused environment
• Experience of stakeholder management
• Understands the importance of MI and data from various sources
• CeMap qualification is desired but not essential
• Have an understanding of financial products and have worked in a regulated environment (not essential)

Why Work For Us?

We are committed to rewarding our people fairly for the role they undertake and provide a wide range of benefits to support our colleagues’ finances and well-being. Darlington Building Society has a Passion for Talent, allowing you to shape your career within the Society, offering learning and development programmes to give you everything you need to succeed.

What we can offer you:

- Annual Bonus Scheme

- Performance Linked pay progression

- 10% Employee Contribution Pension Scheme

- 4 x Annual Salary Life Cover

- Minimum of 2 days for volunteering

- Employee benefits platform

- Health Care Cash Plan

- Enhanced Family Friendly Leave Entitlements

PLUS MANY MORE!!!

To find out more information please look at our Careers page

About our Society

Darlington Building Society is an award-winning organisation, and our vision is to be a thriving, independent regional building society that creates a feeling of pride amongst its staff, members, and community.

At Darlington Building Society we pride ourselves on making a difference to our customers by encouraging saving, supporting home ownership, and sharing our knowledge and resources with our local communities. We have 9 branches from Stockton to Northallerton, via Bishop Auckland, Barnard Castle, Redcar, Middlesbrough, Guisborough and Yarm. Our head office is based in Darlington along with our Flagship Branch on High Row

Job Type: Full-time – Permanent

Number of Roles: 1x Full time

Location: Darlington (Hybrid working available - 2x days a week essential)

Salary: £32, 207.24

PLEASE NOTE: IF YOU DO NOT APPLY DIRECTLY THROUGH OUR ATS, YOUR APPLICATION MAY BE ADDED TO OUR SYSTEM AS PART OF THE RECRUITMENT PROCESS