Complaints and Quality Co-Ordinator (sjl/cqc)

Job type: Permanent, Full time

Location: Cardiff, Cardiff


Sector: Business Support

Job description

Would you like to join a new, fast-growing car insurance-based operation delivering exceptional customer service using the latest cloud-based technology? You could become a key part of our highly experienced and successful team.

This Position

This is an exciting opportunity for an experienced and people-focused Quality Assurance expert.

This is a brand -new role within our business and covers many aspects of both complaint handling and quality auditing. As such we’re looking for a person who enjoys and is motivated by continuous improvement and the investigation and analysis that sits behind it. 

A key member of the Customer Service team, you will liaise directly with customers to resolve complaints, as well as liaising with Customer Service Advisors and other key stakeholders. 

Roles and Responsibilities:

• Perform quality audits and identify actions where relevant to demonstrate that we’re working within regulatory frameworks.

• Manage the training and competency scheme and identify training needs on a team and individual level (also support with the delivery of such training where appropriate)

• Support our commitment to, and evidencing of, TCF through determining and agreeing in-house standards

• Ensure all deadlines are met to adhere to TCF principles as well as FCA standards

• Investigate and resolve complaints from across the business, in a timely and effective manner.

• Ensure all details of the handling and resolution of the complaints are recorded.

• Review and analyse the root cause of complaints, identifying relevant actions and working with key stakeholders to reduce complaint volumes.

• Create strong working relationships with the direct customer experience team and with key members of the wider business.

• Use feedback mechanisms, provide regular reporting on human error complaints and ensure feedback is delivered to individuals.

• Provide monthly and ad-hoc reports, commentary and recommendation based on the complaint and quality data.

Your Experience

You will have/be:

• Excellent written and oral communication skills.

• Excellent problem-solving and decision-making skills.

• Comfortable working in a fast-paced, deadline-oriented work environment.

• Highly analytical with a focus on root cause analysis.

• Able to quickly get to grips with the business operations, processes and be driven to keep learning and improving.

• At least 1 years’ experience managing customer complaints (ideally in a regulated industry).

• At least 1 years’ experience in a quality assurance role, preferably in a contact centre environment.

• Excellent attention to detail

• A team player who thrives on working together to achieve shared goals.

• A passion for supporting your colleagues

• An open approach to receiving and providing feedback

• Excellent working knowledge


• Previous team leader experience would be beneficial

• Experience in JIRA issue tracking

• Ability to work with and contribute to testing plans

• An open approach to receiving and providing feedback

• Excellent working knowledge of the Microsoft Office

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