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To help make the company perpective along with vison come accurate; Towergate will be wide start regarding brand-new position since begin from February 2019. Everyone who is enthusiastic filling this specific vacant, you need to participate in this Complaints & QA Officer Jobs recruitment inside . It is suggested for many participants to arrange just about all essential demands due to this job recruitment procedure, for the reason that method need you to definitely allow acceptable spec that this business desires because of this place. If you are that you are one that might fill up the actual specs, you can attempt to learn further information about Complaints & QA Officer Jobs below.
Towergate Job Opportunities 2019
Complaints & QA Officer Jobs - UK
Complaints & QA Officer 12 Month Fixed Term Contract
Closing Date: Friday 19 October 2018
Paymentshield is the leading provider of insurance products to mortgage advisers. Founded in 1992 and based beside the sea in sunny Southport, we have developed five flexible products: Home Insurance, Landlord’s Insurance, IncomeShield, MortgageProtector, Home Buyer’s Protection, all designed around the needs of the customer. We’re proud of the quality and breadth of insurers that our home insurance panel offers, meaning more choice for the customer.
In 2006 we became part of the Group, the UK’s largest independently owned insurance intermediary, generating £3 billion of pro forma gross written premiums across its companies and employing circa 4,400 people (including 280 strong Paymentshield team) across 100 UK offices.
is an important distribution channel for a significant range of insurance products and a key strategic partner for the UK’s largest insurers. ’s scale, customer insight and distribution relationships make it a unique business and a leader in the markets in which it operates. Its combination of distribution and underwriting gives it unparalleled consumer data and market insight.
If you’d like to join us, we’d love to hear from you.
12 month fixed term contract
To execute the processes in relation to, investigation, administration and resolving of complaints which are in accordance with Statutory and Regulatory requirements.
To provide assurance to the Customer Facing Operational areas by assessing customer contact activities in line with the Quality Assurance procedures guides and record the customer outcome.
To identify root causes for both complaints and incorrect customer outcomes and make recommendations to changes to processes or procedures across the business.
Principal Objectives & Responsibilities
Record and manage all complaints and required Quality assessments in line with the Group complaints handling procedure and the QA framework
Ensure that there is documented evidence to support the outcome of every complaint and assessment and that findings are accurately recorded
Ensure that all complaints and assessments are completed fairly, consistently and promptly in accordance with internal standards and external regulatory/legislative requirements
Ensure that the decision reached is communicated to the customer and department in a way that is fair, clear and not misleading
Ensure that any complaint where there is reputational or regulatory risk are escalated to the appropriate persons, in line with the Group complaints handling procedures
Ensure all procedures (i.e. manuals/guidance), both within the team and wider business areas, are kept up to date
Identification of root causes for both individual cases and common themes, presenting opportunities to implement process improvements
To act as a central point of expertise in relation to the regulatory requirements for complaint handling
Ensure all business areas are aware of complaints handling requirements and QA framework supporting training as required
Plan and prioritise your daily, weekly, monthly workload in order to meet the needs of the customer and the business and to ensure targets are met
To remain up-to-date with regulatory requirements and maintain own knowledge and skills through continued professional development
Produce accurate management information/reports, as required by the Customer Insight and Governance Manager, including the identification of areas of risk where the company may be exposed
Assist with reporting internally, to insurer(s) and the regulator
Evidence learning and improvement from FOS decisions
Essential must be clearly demonstrated on CV
Knowledge of the Statutory and Regulatory frameworks
Good PC Skills, intermediate use of Word, Excel, Outlook, & Internet
The ability to define and collate evidence and take appropriate action following analysis
Strong team skills supporting the delivery of a robust and motivated Compliance function
Good communication, both oral and written (free hand letter writing) skills
Good verbal and numerical reasoning skills
Organisational, time and resource management skills
Problem solving skills
Ability to maintain an assertive and proactive relationship with complainants
The ability to deal with internal teams/third parties to a professional high standard
Previous financial services experience
The willingness to broaden personal knowledge and skills through Continued Professional Development/qualifications deemed appropriate for the role
Experience in handling complaints within the general insurance and mortgage sector is preferable
Experienced in written resolution correspondence
Ability to work under pressure and to strict timeframes
Good working knowledge of Business systems, processes and products
Please apply online
Paymentshield is part of the Group and is the leading provider of insurance products to mortgage brokers. Launched in 1997 is one of the UK’s largest independently owned insurance intermediary, employing circa 4,400 people across 100 UK offices.
is an important distribution channel for a significant range of insurance products and a key strategic partner for the UK’s largest insurers. ’s scale, customer insight and distribution relationships make it a unique business and a leader in the markets in which it operates. Its combination of distribution and underwriting gives it unparalleled consumer data and market insight.”
As one of the leading company in UK, Towergate opens variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. Towergate also gives a dynamic work environment in order to encourage employees to contribute optimally, and at the same time is able to learn new skills and erudition through the company programs.
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