Hours:Full time Permanent role - 35 hours per week Monday to Friday - 9am to 5pm Hybrid workingSalary:£50,497 Per AnnumClosing Date:Thu, 18 Apr 2024This role is an exciting opportunity to join the Homes Operations team and head up the Quality Assurance function covering the entire Homes business. In this role, you will lead a team with the customer at the forefront of their thinking as they work through end-to-end customer journeys, checking that customers are getting the best possible service that we can offer. We are looking for an individual who can lead, develop, inspire and above all motivate their team whilst having a keen eye on process and regulatory requirements that are crucial to a Quality Assurance function.Who Are We?Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and w
hatever your goals, we'll help you take the next step towards a better future.You would be joining the leadership team of the Homes Operations department and will lead a team of c. 14 colleagues; primarily Customer Journey Outcome Specialists, but also roles that cover Training and Competence and MI. The team work closely with all areas of the Homes business, conducting customer journey reviews each month and then feeding back results and findings to the relevant teams. Alongside this, there’s a desire to look to suggest improvements to the journeys where possible as we look to give our customers the very best experiences possible.What’s In It For You?Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric carA commitment to training and developmentPrivate medical insurance for all our colleagues3 paid volunteering days per annumDiverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membershipWhat Will You Be Doing?
Lead the line 1B QA function for Homes, ensuring that all customer journey reviews and checks are carried out each month and feedback provided to relevant areasOwner of the Mortgage T&C schemes, with regular reviews to ensure their ongoing appropriateness Owner of the QA frameworks across the Homes function, working closely with each area to ensure these remain relevant, up to date and add value to colleagues and customers alikeOversee key MI relating to Conduct Risk, to inform senior management of emerging risks and trends as well as mitigating actionsWhat Do We Need From You?Experience of leading successful teamsExperience of working in a regulated environment, particularly in a Quality Assurance functionBe able to put the customer at the forefront of everything that you do, enabling your team to drive improvements to the customer experience
