Customer Quality Assurance Team Manager

Milton Keynes (hybrid)

Full Time Permanent, 35 hours per week

Salary ranges from £34,080, plus Company car, family loan car scheme, 27 days plus bank holidays and many more excellent benefits

Closing date: Friday 15th August

Reporting into the General Manager - Operational Compliance & Quality Assurance, the Customer Quality Team Manager is accountable for leading the Quality Teams objective to continuously improve customer outcomes across Customer Operations, its systems and processes by demonstrating strong influencing skills at all levels.

This role is key in assuring adherence to FCA regulatory requirements through policies and procedures, mitigating risks through end to end customer journey reviews, analysing customer behaviour and failure trends and defining treatment to drive improved customer retention and loyalty.

The Customer Quality Team Manager will demonstrate role-model behaviours and act as customer and integrity ambassador for the wider enterprise. We are looking for someone to join the team on full-time permanent basis, 35 hours per week. The successful candidate will ideally have experience in a financial services, FCA regulated environment as well as team manager experience and knowledge. Experience in Complaint handling or Arrears management would be preferable but not mandatory.

Responsibilities will include:

• Collaborate and coach Team Managers across Customer Operations to drive advisor performance and mitigate regulatory risks due to non-adherence to VWFS standards.
• Lead and maximise the performance of the team to maintain a high performing team of subject matter experts.
• Challenge and evolve the QA framework to ensure it is effective for the Customer Operational areas needs and provides oversight of the customer journey to drive continuous improvements.

• Analyse Customer data such as Quality reviews, Training insights and Customer feedback to make decisions and create solutions in order to improve customer treatment
• Present Customer Quality and Advisor feedback to Operational Managers, Heads of Department and Customer Experience Director on a regular basis

• Lead gatekeeping across all of customer operations policies, procedures, ARIS maps and customer letters to ensure excellent customer experience, ruthless simplicity and compliance by design.
• Lead a team of Customer Quality Analysts to ensure delivery of priority activities with high importance within strict deadlines
• Effectively manage Performance & Absence, in line with policy, with HR support when required.
• Lead the delivery of Quality Assurance activity across Operations which could include, but not limited to; call and email monitoring, process and procedure adherence, correspondence and customer outcome audits, to ensure the team meet or exceed quality standards and Financial Conduct Authority (FCA) regulations.
• Being the point of escalation and decision maker on complex customer issues and determining appropriate treatment paths to drive good customer outcomes and ensure we are meeting regulatory requirements.

Skills and Experience required:

• Detailed regulatory understanding of customer risks, issues and requirements across operations including outsourcing, collections and/or complaint handling
• Experience of driving improved customer experience and process improvements
• Experience of working within a Quality Assurance Function, preferably within a Consumer Credit or Motor Finance business
• Full PC expertise essential, particularly Microsoft Powerpoint and Excel.
• Demonstrable people management experience, including coaching
• Extensive knowledge of a wide range of processes and business systems – i.e. CRM, SAP, CMS, Respond, Tallyman and Avaya desirable.
• Experience of undertaking and managing Root Cause Analysis
• Thorough understanding of the automotive and financial services industry.
• Ability to negotiate and influence stakeholders and upward management as appropriate.
• Strong organisational and time management skills.
• Teamwork and the ability to build strong working relationships
• Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
• Resilient and able to meet strict deadlines

What’s in it for you?

An excellent remuneration, Company Car scheme, loan car scheme for family and friends, discretionary bonus and 27 days holiday in addition to statutory bank holidays plus much more!

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can

As part of our hybrid working arrangements we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office however flexibility is expected and you can work in the office more if you'd prefer.