Quality Checker

Business Unit: Customer Service & Operations, Financial Care Team

🤑: up to circa £29,000 per annum DOE + benefits 🎁

📑: 6 x Permanent opportunities

📍: Hybrid - HUB Leeds/Gosforth/Glasgow

Our Team❤️

This is an exciting opportunity to join the Risk Operations team where the pace is fast and exciting. Risk Operations brings together operational areas who support customers in their moment of need. This could range from a bereavement in the family to house repossession to fraudulent activity. The Quality Checker role is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys.

What you’ll be doing😎

• Conducting call monitoring and reviews of Customer-Colleague communications in line with the Assurance principles and framework.
• Responsible for performing quality checking to ensure that our customers receive a fair outcome.
• Providing team members with feedback/guidance to ensure the resolution of issues whilst minimizing disruption to the customer and providing an exceptional customer experience.
• Empowering team members to take ownership to deliver a customer experience that is right first time, every time.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Effectively communicating the outcome of your investigations, including difficult decisions to the case managers.
• Supporting and driving standardisation through people development and education.
• Pro-actively seeking ideas to improve work and eliminate waste, continuous improvement.

We need you to have🌟

• Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment.
• Proficiency in Training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes.
• Practical knowledge of the regulatory environment, and ideally experience within a Financial Care / Collections team.
• A passion for providing an exceptional customer experience.
• Excellent communication and influencing skills.
• Ability to own your own time effectively to devote maximum time to coaching activities.

Red Hot Rewards 🔥🎁

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year .
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

✨📢 If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible❗

🕕Applications Close: 14 Sep 2025 (11.55pm BST)