Quality Assurance Agent

Sales & Customer Services

Ref: 613Thursday 8 October 2020


Fancy working for one of the Sunday Times Best Small Companies to Work For in 2020?

Are you driven by providing world class service and ensuring that others follow suit?

Want to be part of a business that has an excellent reputation in the Insurance industry?

We are working with a key business in the Insurance market, who have been a trusted partner with Amour Recruitment for many years. We have an opportunity for a Quality Assurance Agent to join their existing quality team.  This role is a critical role in ensuring that the company delivers a world class service to all its customers.

Salary is £20k, plus a sales bonus and a company-wide bonus scheme.

22 days holiday plus your birthday off!

Pension scheme offered.

This role is currently offered on a work from home basis due to Covid 19, however this business has great modern offices just outside of Cardiff.

Key Elements of the role

  • Work co-operatively with other members of the Quality Assurance team in order to identify emerging customer issues and rectify them at an early stage.
  • Implement solutions to common customer service issues raised as complaints.
  • Audit ad-hoc or free-typed letters.
  • Carry out call monitoring to ensure appropriate procedures are followed and regulatory requirements met.
  • Be the first point of contact for all complaints.
  • Ensure that FCA requirements for complaint handling, associated timescales and written responses are met or exceeded.
  • Maintain accurate and up to date records, e.g. by ensuring that appropriate file notes are made; appropriately filing copies of all complaint correspondence; and correctly entering and updating the records on the company complaints database, in order to support RAG’s reporting obligations to the FCA and insurer audits.
  • Investigate complaints thoroughly, ensuring that any wider issues resulting from a specific complaint are brought to the relevant department head’s attention.
  • Ensure that both the company’s own ethical standards and the FCA’s Treating Customers Fairly outcomes are considered during the handling and resolution of complaints.
  • Make fair, impartial decisions on whether to uphold a complaint in line with policies and procedures.
  • Manage and respond effectively to any complaints or letters received from the Financial Ombudsman Service (FOS).
  • Review any changes as a result of monthly or ad-hoc updates to ensure they have been implemented in a way that customers will find clear and of a high standard.
  • Pro-actively seek ways to continually improve the experience of any customers who interact with them through any medium.

Skills and Experience

  • Have a strong emphasis on customer service.
  • Have excellent written and verbal communication skills. 
  • Have excellent problem solving skills and the ability to make decisions and articulate my reasoning. 
  • Have First class interpersonal skills, able to interact with a wide range of people. 
  • Have strong conflict management skills.
  • Have excellent knowledge of systems and company processes.
  • Have knowledge FCA’s DISP requirements and TCF requirements.

Apply immediately for consideration