Governance, Quality and Standards Consultant

12 Jul 2017
27 Jul 2017
Job role
* Governance, Quality and Standards Consultant * UK’s Leading Insurance Company * £28K – £33K * Permanent, Full Time * Birmingham *

Governance, Quality and Standards Consultant required within one of the UK’s leading Insurance companies. Working within one of Sunday Times ‘Top 25 Best Big Companies to Work For’ you will join an organisation that values their employees and understands the importance of personal development and work/life balance.

The Governance, Quality and Standards Consultant will set and monitor standards, and provide technical support and guidance to the Customer Complaint Team, Operational Teams and Third Parties to ensure that complaints are managed and resolved in accordance with the companies complaint handling principles, and fulfil our responsibilities for delivering customer outcomes.

To drive changes so that a high quality service in the handling of customer complaints is delivered across Insurance.

Principal Accountabilities:
  • To define, document and implement appropriate and effective complaint handling standards to achieve the best possible outcome for the customer across our operational, third parties and complaints functions. Ensure all complaint processes are documented, reviewed regularly and updated as appropriate
  • Undertake a review of all complaint material stored on the network, implementing a revised file structure with a single source of all complaint documentation and archiving all outdated material. Improve the quality and timeliness of decisions (including any redress) and communications through effective monitoring and sampling against defined performance indicators, giving timely feedback, appropriate sign off and coaching to managers and staff.
  • To design and deliver training and training materials to ensure that the defined complaint handling standards are consistently met and improved, including implementation of key regulatory change.
  • To provide technical support and guidance on regulatory issues and product related queries to the Customer Complaint Team, Operational Teams and Third Parties to assist them to resolve customer’s complaints fairly and quickly and provide high quality communications that respond to the complaint of the customer.
  • To drive improvements by providing feedback in a constructive and supporting manner. With focus on accurate identification of the customer’s dissatisfaction and expectations, a quality (appropriate and fair) decision in a timely manner, within service levels and quality standards, communication (verbal and written) that is clear and of high quality and responds to the complaint of the customer and effective root cause analysis and appropriate escalation through to resolution, thus reducing the likelihood of future customer dissatisfaction.
  • Keep abreast of regulatory changes and maintain the required level of operational best practice, product and process. Identifying issues and trends that result from FOS referrals, ‘precedent’ decisions or the wider industry. Identify areas for improvements and effectively escalate these for resolution. Whilst adhering to all TCF principles pertaining to the role.
  • Collate information from complaint consultants, other root cause analysts, management information and Financial Ombudsman Service feedback to identify root causes that are not evident from case sampling.

Skills Required:
  • Complaint Handling Experience with a good understanding of FCA and FOS requirements.
  • Customer experience understanding.
  • Managing competence / quality monitoring.
  • Training design and delivery.
  • Delivering feedback / coaching others.
  • Risk Management.
  • Communication and influencing
  • Stakeholder management
  • Display appropriate skills to negotiate and agree resolution with both internal and external customers and consideration to the appropriateness of redress.
  • Ability to accurately analyse the root cause of a complaint to enable effective investigation and resolution.
  • Executes decisions in a timely manner and in line with an action plan where appropriate.
  • Can be trusted to make the right decisions without additional manager approval where appropriate.
  • Defines the purpose of meetings and invites appropriate attendees. Records and follows up actions arising.
  • Remains open to suggestions and ideas from all areas is willing to explore different ways to deal with issues.

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