PR/026620
We are seeking an experienced Quality Assurance Manager – Customer to lead the customer satisfaction, service quality, and compliance efforts. This pivotal role supports continued business growth by managing complaints, overseeing quality assurance processes, and ensuring performance aligns with regulatory requirements and internal KPIs.
The successful candidate will be responsible for maintaining high service standards, overseeing complaint resolution in line with regulatory guidelines, and driving continuous improvement across customer interactions. The role also includes leading a team of quality assurance advisors and complaints handlers, ensuring thorough reviews, timely resolutions, and fostering a culture of empowerment and accountability.
The ideal candidate will have 2-3 years of experience in a regulated financial services environment, with strong knowledge of risk management, complaint handling, and quality assurance frameworks. Familiarity with Channel Islands Financial Ombudsman guidelines and experience in policy implementation and team development are highly desirable.
If you’re passionate about delivering exceptional customer outcomes and driving service excellence, we’d love to hear from you.
More information about this role is available upon request – contact the team today for further details.
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1 Lefebvre Street, St Peter Port,
Guernsey, GY1 2JR
7 Castle Street, St Helier
Jersey, JE2 3BT