Quality & Complaints Officer

United Trust Bank is a fast growing, diverse specialist lender. Our award winning Bridging Finance team are looking to hire a Quality & Complaints Officer.

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

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 in a financial services environment
• Managing and prioritising own workload

Equal Opportunities

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.