Communications Quality Control Manager

2022 - Chief Operating Office; Glasgow; Hybrid; GBP 38,000 - 48,000; Full time

Job summary

A leading financial services provider in the UK seeks a Customer Communications Quality Control Manager to ensure high-quality customer communications in compliance with regulations. This hybrid role involves developing quality control processes, generating reports, and collaborating with multiple departments. Ideal candidates will have experience in quality control, data management, and strong analytical skills. Join us to make a positive impact while enjoying benefits like private medical insurance, a competitive pension, and development opportunities.

Benefits

25 days holiday

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Proven track record in quality control, preferably in financial services.
• Experience working with complex data sets.
• Strong analytical skills and ability to provide feedback.

Responsibilities

• Develop and implement quality control processes for customer communications.
• Generate reports on communication quality metrics.
• Identify and implement improvements for communication quality.

Skills

Quality control experience

Data analysis

Verbal communication

Problem-solving

Job description

Business Unit:Brand & Marketing
Salary Range:£38,400 - £48,000 per annum DOE+ benefits
Location:Hybrid with regular travel to Glasgow or Gosforth HUB
Contract Type:Permanent

Our Team

Brand & Marketing is leading the charge to disrupt our industry and turn banking on its head. We know that money is a big deal – so much more than a set of products and services. Driven by our purpose, we come to work every day for that reason: Banking – but fairer, more rewarding and for the good of society. The work will be challenging and the deadlines sometimes tough. But when our purpose is combined with the right people, the impact is powerful. And we can have fun doing it.

Reporting to the Senior Manager – Marketing Operations we are seeking a highly motivated and detail-oriented Customer Communications Quality Control Manager to join our team. This role is pivotal in ensuring that all customer communications meet our stringent quality standards, comply with Consumer Duty regulations and are supported by accurate customer data.

Day to day you’ll

• Developing and implementing quality control processes for customer communications, ensuring compliance with Consumer Duty regulations.
• Generating detailed reports on communication quality metrics and present findings to senior management.
• Identifying areas for improvement in customer communication processes and implementing strategies to enhance overall quality.
• Staying updated on Consumer Duty regulations and ensuring all communications are compliant.
• Working closely with other departments (Compliance, Marketing, Product) and the Customer Communications Policy Manager to ensure a unified approach to customer communication quality control.

We need you to have

• A proven track record of working in a quality control or assurance role, preferably within the financial services industry.
• A track record of working with and assuring complex data sets.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in monitoring and tracking issues and trends.
• Ability to provide effective feedback and training.
• Excellent knowledge of Data protection, Consumer Duty regulations and compliance requirements.
• An ambitious and inquisitive mind set, a desire to learn and develop and an ability to work under pressure and adapt to change

It’s a bonus if you have but not essential

• A relevant marketing or risk qualification.
• Experience of delivering departmental change initiatives.

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team [e-mail]

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we’ll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.