Customer Care Quality Analyst

Tate; City Of London; Hybrid; GBP 28.000 - 32.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Private healthcare

Gym discounts

Wellbeing support

25 days annual leave

Zusammenfassung

Tate is seeking a Customer Feedback & QA Specialist to join our Customer Care team in a hybrid role based in London. You will support QA and feedback processes, handle complaints, and contribute to regulatory activities while ensuring high standards of customer service.

Reporting to the QA Lead, you will prepare case files for the FOS, manage DSRs, and collaborate with Compliance on key topics. You will also assist with customer inquiries and fulfilment activities as needed.

Qualifikationen

• Experience in a customer service or quality assurance role.
• Ability to handle regulatory complaints in an FCA-regulated environment.
• Strong communication and problem-solving skills.
• Familiar with Treating Customers Fairly principles.

Aufgaben

• Support quality assurance and feedback processes.
• Investigate and respond to informal and formal complaints.
• Carry out QA checks across channels.
• Prepare case files for the Financial Ombudsman Service (FOS).
• Manage DSR requests within required timeframes.
• Investigate and resolve potential sanction matches.
• Collaborate with Compliance on key topics.
• Stay informed on FOS decisions and share insights with colleagues.
• Support team members with customer-related queries.
• Occasionally assist with Customer Fulfilment (phone, email, live chat).

Kenntnisse

Customer service experience

Quality assurance

Regulatory complaints handling

FCA regulations familiarity

Jobbeschreibung

We're looking for a Customer Feedback & QA Specialist to join our Customer Care team and help ensure we deliver excellent outcomes and service standards for our customers.

• Reporting to the Customer Feedback & QA Lead, you'll support quality assurance and feedback processes, handle complaints, and contribute to compliance and regulatory activities., Investigate and respond to informal and formal complaints
• Carry out quality assurance checks across multiple channels
• Prepare case files for the Financial Ombudsman Service (FOS)
• Manage DSR requests within required timeframes
• Investigate and resolve potential sanction matches
• Collaborate with the Compliance team on key topics
• Stay informed on FOS decisions and share insights with colleagues
• Support team members with customer-related queries
• Occasionally assist with Customer Fulfilment (phone, email, live chat)

• Experience in a customer service or quality assurance role
• Proven ability to handle regulatory complaints in an FCA-regulated environment
• Strong communication and problem-solving skills
• Committed to delivering excellent customer experiences
• Familiar with Treating Customers Fairly principles
• Analytical and detail-oriented

Desirable

• Understanding of the insurance sector and its challenges
• Comfortable working in a fast-paced, evolving environment

What We Offer

• Hybrid working with office days at London Bridge
• Learning resources, mentorship, and tailored development
• Private healthcare, gym discounts, and wellbeing support
• £28,000 - £32,000 DOE
• Overtime allowance (including Saturdays and bank holidays on a rota)
• 10% annual performance-related bonus
• 25 days annual leave