Customer Service Quality Auditor

Customer Service Quality Auditor Summary of the Role

We are seeking Customer Service Quality Auditors to join our dynamic and diverse Support Team, offering exciting challenges and opportunities for career progression. We are looking for exceptional individuals to lead quality monitoring across all complaint teams, while also playing a key role in supporting, developing, and enhancing the performance of each team member.

Your role will involve continuously supporting and developing staff to drive improvements in quality, productivity, and competence, ensuring that we consistently deliver outstanding service to our customers. You will be responsible for embedding quality standards and providing the necessary training and development to help individuals succeed and grow in their roles. What you'll be doing Deliver quality assurance across the CRU teams Manage the monthly/quarterly audit plan Oversee audit checks, ensuring consistency in processes Provide Quality Management Information (MI) Support root cause and trend analysis Provide one-on-one coaching sessions Contribute to project activities as required by business needs What we're looking for Excellent knowledge of Life & Pension products

essential Previous experience working within Complaints or Customer Services Excellent communication skills, both verbal and written A positive, approachable attitude and the ability to build and maintain relationships The ability to provide and accept constructive feedback Adaptability and flexibility in responding to changing demands and environments.