This role ensures that the quality monitoring framework is effectively implemented and that issues relating to quality and compliance are addresses in a manner that is consistent with the SCUK's overall strategy. You will do this by checking work to ensure policy and procedures are followed to a high-quality standard to ensure customers have a world class experience when making contact with the relevant department (Customer Services, New Business, Collections and Recoveries).
You will work closely with other departments around the business as well as our joint venture organisations.
This is a varied and interactive role where no two days are the same and will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.
What you'll be doing
Carry out quality checks in line with the agreed standard checklists and provide feedback and results in the agreed format
Monitor performance ensuring that employees are FCA compliant and meet the required quality standards, providing support and guidance where weaknesses are identified
Highlight any employees who fail to meet minimum quality standards to the appropriate Line Managers via consequence management
Resolution of queries in a timely and efficient manner
Monitor administration process and PPI case handling process within the department making suggestions for improvement where necessary
Working closely with the Quality Control Team Leader to ensure quality standards are maintained and improved.
Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results
Deal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
Proven track record in successfully achieving objectives, particularly in respect of meeting quality and compliance elements of previous role
Knowledge and experience of FCA requirements, specifically TCF guidelines
Excellent attention to detail with a real passion for delivering exemplary customer service.
Ability to work well under pressure and to tight deadlines
Highly organised and possess strong planning skills
Receptive to change
Adequate computer literacy and numeracy skills
Good verbal and written communication skills
Strong interpersonal skills
A team player, whilst also being able to work autonomously
Previous experience and knowledge of Customer Services, Customer Relations, Collections, Recoveries and New Business is desirable
Previous experience of quality monitoring - either from a dedicated quality role or as part of another role is desirable
Quality Control / Audit Experience is desirable
If you are interested in this role and believe you have the skills, experience, and knowledge then we'd love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter. If you have any questions, please don't hesitate to ask us at: email@example.com
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. SCUK has a number of joint venture arrangements with key manufacturers and also trades on behalf of a number of manufacturers including Mazda, KTM, Yamaha, Volvo, McLaren and MG.
At SCUK we encourage our people to have the Right Attitude in order to get the Right Outcome for our customers, dealer partners, internal and external stakeholders. Our company culture is the vehicle that steers us in the right direction to achieve this through 9 corporate behaviours which help create an environment that is Simple, Personal and Fair for our colleagues and customers.
Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we've created an inclusive culture, which adds real value to our business.
When we talk about diversity, we're not just paying lip service. It's too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It's a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.