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Customer Service/Contact Centre Coordinator/Administrator

Job Title: Customer Service/Contact Centre Coordinator/Administrator
Contract Type: Permanent
Location: Glasgow
Salary: Negotiable
Start Date: A.S.A.P
REF: AC/91152_1661960318
Contact Name: Amanda Cager
Contact Email:
Job Published: 9 months ago

Job Description

This offers a great opportunity to work for a high profile well known brand that offers training and career development along with great benefits such as a bonus scheme, great discounts with their perks for work scheme, hybrid working, phone, private medical cover and much more!

The Quality Assurance Auditor/Coordinator will play an important role in conducting monthly audits on customer interactions to ensure Contact Centre and Retail teams are meeting regulatory requirements while interacting with their customers.

This role will require you to manage your own workload and stakeholder group whilst being part of a close functioning team. You will have the autonomy to investigate potential issues as you see fit and provide recommendations to make sure all customers are treated fairly.

You will produce reporting to present the results of your audits to keep management informed on the compliance performance and areas of opportunity to improve. Your reviews will focus in on the root cause of any issues identified and recommendations will drive quality improvements across customer interactions.

You will build strong relationships with a wide stakeholder group to ensure our outsourced partners and internal channels are calibrated and compliant to our FCA Compliance Framework.

What you will do:

  • Responsible for conducting quality audits against risk-based compliance model for customer interactions
  • Conduct root cause analysis (RCA) to support continuous improvement on quality and performance
  • Provide feedback to improve performance in operational areas
  • Identify training needs together with providing guidance to less experience staff.
  • Participate and in some cases lead calibration sessions to maintain consistency across all areas
  • Support performance improvement interventions after identifying key themes
  • Provide timely and comprehensive reporting, highlighting areas where criteria has not been met and identifying any trends and patterns in compliance levels against FCA regulations

What you'll bring:

  • Practical experience within any of the following areas: Customer service, contact centre, administration/coordination, quality assurance setting or process management
  • Experience working in a FCA regulated environment (preferred) but not essential as training will be provided
  • Great people skills and ability to communicate feedback effectively
  • Good organisational skills, ability to work independently to meet regulated deadlines
  • Problem solving capabilities to create meaningful strategies to improve quality
  • Ability to work within a clearly defined set of regulations and standards

Project People is acting as an Employment Agency in relation to this vacancy.