Quality and compliance analyst

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

Job summary

Utility Warehouse is seeking a Quality and Compliance Specialist to enhance customer interactions and ensure regulatory adherence. This hybrid role involves monitoring, analysis, and collaboration across teams to drive improvements and maintain high standards of customer service while embracing opportunities for growth and development.

Benefits

Industry benchmarked salary

Share Options

Flexible working arrangements

Discounts on services

Matched pension contribution

Family-friendly policies

Discounted health insurance

Employee Assistance line

Virtual GP access

Qualifications

• Experience in regulated environments with understanding of risk and governance.
• High attention to detail with strong communication skills.
• Ability to work independently and in a team-oriented environment.

Responsibilities

• Conduct 1LoD and 2LoD interaction monitoring to ensure compliance.
• Provide actionable insights and feedback based on analysis.
• Maintain up-to-date knowledge of regulatory obligations and oversight.

Skills

Listening skills

Analytical skills

Communication skills

Attention to detail

Customer service

Problem-solving

Tools

Google Packages

Microsoft Packages

Job description

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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..

• Experience working within a regulated environment with a good understanding of risk and framework of governance and control
• Demonstrate 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)
• Highly self-motivated with the ability to work independently and as a team
• Dedication to providing excellent customer service with the ability to drive results through others
• Process and Procedure driven with a curiosity for knowledge, supporting ideas for continuous improvement

This is a hybrid role working from our Colindale hub 2 days per week.

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

Quality & Compliance Vision

• Being ambassadors of quality and governance by promoting responsibility, integrity and efficiency within the contact centers.
• Delivering impactful insights that highlight areas of business need, risk and opportunities for improvement.
• Maintaining 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 will 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 interaction monitoring supporting a range of workstreams; ensuring a consistent approach in meeting our regulatory requirements and business standards for excellent customer outcomes.
• Conduct 2LoD interaction monitoring and analysis supporting a range of workstreams; ensuring and driving 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)
• Discount on our services and you get our coveted Cashback Card for free.
• A matched contribution pension scheme and life assurance up to 4x your salary.
• 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.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop and grow in your role.