Complaints and Quality Assurance Agent

MoneyPlus; Greater Manchester; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Family friendly leave

Discounts

Social events

Wellbeing

Training

Job summary

MoneyPlus is seeking a Complaints & Quality Assurance Agent to investigate complaints, review case records and ensure fair outcomes across MoneyPlus Advice and MoneyPlus Insolvency.

You will balance deadlines with careful judgement, escalate risks when needed and work with the QA Lead to drive improvements in customer service.

Qualifications

• Complaint investigation experience or credible transfer of case investigations with ownership and reasoned outcomes.
• Accurate, empathetic written communication and ability to explain difficult decisions clearly.
• Objective judgement when reviewing evidence against standards and identifying customer risks.
• Reliable organisation, attention to detail and secure record keeping under competing priorities.
• Experience in financial services, debt advice or insolvency is helpful; not all desirable skills are required.

Responsibilities

• Investigating complaints using calls, transcripts, correspondence and account evidence.
• Writing clear, empathetic outcome letters and maintaining complete, secure case records.
• Recognising vulnerability and supporting fair communication and customer outcomes.
• Reviewing customer interactions and case files against approved quality standards using NICE CXone.
• Identifying missed complaints, poor outcomes and emerging risks, and escalating them promptly.
• Calibrating findings, giving constructive feedback and sharing themes that support coaching and improvement.
• You’ll report to the QA Lead and work across MoneyPlus Advice and MoneyPlus Insolvency; findings should be independent and evidentiary.

Skills

Complaint investigation experience

Empathetic written communication

Objective judgement

Reliable organisation

Experience in financial services (debt

Job description

Help customers get fair answers and better outcomes

When someone raises a complaint, they need their concerns to be understood and investigated fairly. As our Complaints & Quality Assurance Agent, you’ll help customers get clear answers and turn evidence into better service.

Joining our Business Enablement Team, you’ll investigate complaints and complete independent quality reviews across MoneyPlus Advice and MoneyPlus Insolvency. Complaints are the immediate priority, alongside restoring capacity for meaningful QA.

You’ll work with customers, colleagues and leaders, reviewing calls, case records and correspondence to establish what happened, explain decisions and identify where we can improve.

This is a hands‑on role with ownership of allocated cases and review findings. You’ll balance deadlines with careful judgement and elevate risks or decisions beyond your authority to the QA Lead.

What you’ll be doing

Your work will include:

• Investigating complaints using calls, transcripts, correspondence and account evidence.
• Writing clear, empathetic outcome letters and maintaining complete, secure case records.
• Recognising vulnerability and supporting fair communication and customer outcomes.
• Reviewing customer interactions and case files against approved quality standards using NICE CXone.
• Identifying missed complaints, poor outcomes and emerging risks, and escalating them promptly.
• Calibrating findings, giving constructive feedback and sharing themes that support coaching and improvement.
• You’ll report to the QA Lead and work across our advice and insolvency businesses. Your findings should be independent, clearly evidenced and useful to the people improving customer service.

What we’re looking for

We would like to hear from you if you can demonstrate:

• Complaint investigation experience or credible transferable case‑investigation experience, with clear personal ownership and reasoned outcomes.
• Accurate, empathetic written communication and the ability to explain difficult decisions clearly.
• Objective judgement when reviewing evidence against standards and identifying customer risks.\
• Reliable organisation, attention to detail and secure, accurate record keeping when managing competing priorities.
• Experience in financial services, debt advice or insolvency is helpful, as is previous QA, calibration or interaction‑review work. Specific systems and role knowledge can be learned. You do not need every desirable skill to apply.

What’s in it for you?

We believe our people are our greatest asset. We want our MoneyPlus People to have a positive experience from their first interaction with us and throughout their career. Here are some of the reasons to join our team:

• Family friendly – Healthy work‑life balance matters to us. Enjoy 25 days’ annual leave plus bank holidays, with the option to purchase up to five additional days and carry over up to five days into the following year.
• Discounts – Access deals and discounts through Employee Benefits Platform.
• Social – Get to know colleagues over a catch‑up in our café, a team trip out or one of our free annual events.
• Wellbeing – A free cashback healthcare plan, access to our on‑site gyms, discounted gym and fitness deals, and a Cycle to Work scheme.
• Training – Professional training opportunities to support your development and help you build your career with us.

Visit our website to find out more about our company culture: MoneyPlus careers

We provide First Aid for Finances, helping people move from crisis to control.

Our debt advice and solutions combine digital convenience with human care, supporting customers through some of the most challenging financial circumstances they may face.

Here, your investigations and quality reviews can help resolve individual concerns and reveal where advice or processes need to improve. You’ll contribute evidence that helps colleagues provide better support to customers.

If you enjoy getting to the facts, explaining decisions with care and improving customer service, we would like to hear from you.

You do not need to meet every desirable criterion to apply. MoneyPlus is committed to an inclusive recruitment process, and reasonable adjustments are available at any stage.