Customer outcome and quality assurance consultant

Job Type:
Job Sector:
Customer Service
£20,000 to £20,000 per annum
Salary Description:
£20,000 per annum
Skipton Building Society
Job Ref:

Responsible for conducting quality control activity for operations and ensuring consistent improvements in quality and customer experience/outcomes.  Contributes to the control environment as part of the first line of defence within our ‘3 lines of defence’ model for managing Regulatory, Conduct Risk and operational quality.
Package descriptionIn return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

Group Personal Pension Plan
Life Cover
25 days’ holiday, plus one day for each year you’re with us, up to a maximum of 30 days (pro rata when working on a reduced hours basis)
SBS offer a range of preferential employee savings & insurance products
Paid course fees to study for a professional qualification (where relevant to the role)
Childcare vouchers
Head Office onsite shop and internet cafe
An opportunity to join Simply Health Cash Plan – offering twenty annual benefits including dental care, optical care and physiotherapy
Option to donate to charity direct through Payroll Giving
Online employee benefits scheme offering discounts with hundreds of high street and online retailers
Eye Tests
Car Allowance – if applicable to role
More senior roles also offer access to group income protection and private medical care

Main responsibilities
Build strong relationships within and beyond your immediate team i.e. with all areas of Operations teams and a range of stakeholders to manage quality within the Board’s Risk Appetite, Conduct Risk and Credit Risk Appetites.
Champion the customer’s perspective to achieve great customer experience, outcomes and manage risk
Develop & maintain strong relationships and work collaboratively with operations leaders to improve quality of work, following up on actions agreed and  evidence results
Provide constructive feedback, celebrating great results or challenging where the risk of poor customer outcomes exist or regulatory standards are not met
Ensure timely, comprehensive and accurate updating of results to enable production and analysis of regular or ad-hoc management information
Challenge processes to ensure they are fit for purpose, deliver business benefits and achieve potential efficiencies
Role-model the values and behaviours and challenge examples of unacceptable behaviour or standards
Drive own personal-development and make best use of learning materials and opportunities to develop capability and performance
Work with key stakeholders to provide effective root cause analysis and issues resolution
Maintain a comprehensive understanding of:

 Industry developments and the regulatory environment

Society product risks, features, systems and policies

Ideal candidateEssential


Full CeMap or equivalent CF1 & CF6 (or Prepared to study for)


Can empathise with our customers – to help identify good outcomes or risks as well as technical application of internal policy or regulatory standards
Can absorb and interpret information with accuracy and an attention to detail
Confident communicator
Able to consider differing points of view with assertive decision-making
Can work successfully in a team – a strong team player who can recognise team goals, contributing ideas and support for team members to ensure success
Organisational skills and ability to prioritise appropriately

Competent in technical ability to create and manipulate numerical data
An eye for detail and commitment to continuous improvement
Regulatory interpretation
Dispute resolution, influencing and mediation skills


Understanding of the Society’s Customer Strategy and Proposition

Working knowledge of Financial services and the regulatory environment

About the companyAt Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do.

The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. We respect and appreciate the value that our colleagues’ unique differences can bring and offer consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Contact Details:
Skipton Building Society
Tel: 01756 705046
Contact: Sophie Lambert

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