Quality and Compliance Analyst

Utility Warehouse; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Utility Warehouse, a leading provider of multi-utility services in the UK, is on the lookout for a passionate quality and compliance professional. This role involves evaluating customer interactions, ensuring adherence to regulatory standards, and providing insights for improvement. Join a dynamic team focused on delivering exceptional customer experiences while supporting a culture of quality and integrity.

Benefits

Hybrid working model

Share Options and Save as You Earn scheme

Discount on services and Cashback Card

Pension scheme with matched contributions

Discounted private health insurance

Employee Assistance line and free Virtual GP

Career development support

Qualifications

• Experience in a regulated environment with a good understanding of risk and governance.
• Excellent analytical skills and attention to detail are essential.
• Articulate with strong verbal and written communication skills.

Responsibilities

• Evaluate customer interactions and analyze findings for compliance.
• Conduct monitoring to meet regulatory requirements and business standards.
• Provide clear feedback and actionable insights based on monitoring results.

Skills

Analytical skills

Attention to detail

Communication skills

Tools

Google Packages

Microsoft Packages

Job description

Company Description

Location: London Hybrid or Remote
Hours:40 hours a week across Monday - Friday, 8.30am - 5.30pm
Please still apply if you require reduced working hours

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

We're excited to find great people with a passion for quality and compliance, ensuring our advisors deliver great experiences for our customers. We're looking for people that can demonstrate the following:

• Experience working within a regulated environment with a good understanding of risk and framework of governance and control

• Excellent listening, comprehension, assessing and analytical skills with a high attention to detail

• Articulate results and findings through excellent verbal and written communication skills

• Proficient working experience with Google / Microsoft Packages (slides, sheets, documents)

We work together. Your team and the people you will work with…

As part of the quality & compliance team, our vision is to be ambassadors of quality and governance by promoting responsibility, integrity and efficiency within the contact centres. We deliver impactful insights that highlight areas of business need, risk and opportunities for improvement and maintain a supportive presence through being open, approachable, and celebrating excellent customer service.

We deliver progress. What you’ll do and how you will make an impact.

You'll be responsible for evaluating our customer interactions and analysing findings. Working collaboratively across the team and wider business, providing actionable insight by considering accuracy, customer service performance and adherence to regulatory standards against UW vision, policies and procedures.

What you’ll do

• Conduct 1LoD & 2LoD interaction monitoring supporting a range of workstreams; ensuring a consistent approach in meeting our regulatory requirements and business standards for excellent customer outcomes.

• Provide internal operational support to drive an excellent standard where required

• Maintain working knowledge of our regulatory obligations, business processes, and department layouts to ensure appropriate and required monitoring is fulfilled

• Provide accurate, clear and concise feedback to individuals, teams and departments as necessary; noting trends and solutions

• Share trends and insights from monitoring

• Be prepared to handle incoming calls, and flexible to adapt to operational hours ensuring support is available as a priority at all times

• Maintain a detailed understanding of the debt process leading up to the installation of a Prepayment Meter and the Code of conduct that regulates this process

• Assess planned involuntary installation / mode switches to a Prepayment meter and judge whether the actions taken and recorded meet code of conduct obligations

• Be prepared to challenge any proposed install or mode switch where the job holder feels it is inappropriate given the customers circumstances

• Post install or mode switch to Prepayment Meter retrospectively - Assess cases to evaluate whether the pre install process and experience on the day of install complies with the code of conduct, raising any concerning cases

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary. We’ll share it during your first conversation.

• Share Options and a Save as You Earn scheme.

• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)

• Electric Car salary sacrifice scheme through Tusker

• Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox

• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.

• Family-friendly policies, designed to help you and your family thrive.

• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.

• Belonging groups that help UW shape an even more inclusive future.

• A commitment to helping you develop your career journey through learning, coaching and new experiences

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! The next step will be to complete an online assesment which will be sent to you via email.

Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Additional Information

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.