Customer Experience & Quality Assurance Manager

Our client is looking for an experienced Customer Experience and Quality Assurance Manager to lead efforts in enhancing customer satisfaction, sales, service quality, and compliance. As the business grows, this role will be essential in driving responsible growth and customer satisfaction. The successful candidate will manage the complaints and quality assurance functions, oversee social media platforms, and ensure business performance aligns with agreed Key Performance Indicators and regulatory standards. Additionally, this role is responsible for ensuring that the organisation not only meets regulatory requirements but also continuously improves service quality. Click here to read more.

Job Duties: 

• Oversee the quality framework processes and procedures, ensuring quality scores align with business goals and regulatory compliance.
• Lead and supervise a team of Advisors conducting first-line reviews, ensuring adherence to established quality standards and compliance.
• Manage and develop a team of complaint handlers, fostering a high standard of performance.
• Oversee the investigation, response, and resolution of customer complaints.
• Ensure the effective management of social media platforms in line with company standards and customer engagement goals.
• Monitor and report on business performance against agreed KPIs, driving improvements where necessary.

Job Requirements: 

• 2-3 years' experience in a regulated environment, ideally within Financial Services.
• Strong understanding of risk management.
• Proven leadership skills with experience in leading teams.
• Ability to ensure adherence to quality standards and regulatory requirements.
• Excellent communication skills with the ability to handle complaints effectively and diplomatically.
• Experience in managing social media platforms as part of customer engagement strategies.

What You’ll Love:

You will be part of a growing and dynamic team committed to maintaining high standards of customer satisfaction and service quality. This role offers the opportunity to influence the quality and compliance framework, ensuring that the organisation continues to meet and exceed industry standards. You’ll have a direct impact on shaping the customer experience, fostering a culture of excellence, and ensuring that customer feedback is addressed effectively.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here