Quality Guardian

Job reference RA3660 - Grade E/Universal

Job summary

ReAssure, part of Phoenix Group are recruiting a Quality Guardian to join our team within the Pension Claims function. The position will preferably be based in Hitchin on a Permanent basis. This vacancy represents an opportunity to join an ambitious organisation, within an ever-changing environment where you will discover the potential to perform and grow.

In this role as Quality Guardian, you will be responsible for begin the custodian of quality in efficient and effective customer service, instilling a right first time and “done once” approach in meeting the customers’ needs, by checking the work of other team members and providing appropriate feedback. Delivering to our Operational Excellence Principles, including Next Day Processing, Get Next, First In, First Out, and Right First Time.

Key responsibilities will include:

  • Delivering process and product training
  • Advising and supporting customer service representatives in completing their work
  • Checking the work of customer service representatives before it is issued
  • Providing feedback to both individuals and to the team leader on any key findings from work checks and call critiquing
  • Provide subject matter expert help to process owners, project teams and other managers as requested, to help with process reviews and change projects.
  • Ability to deliver training and coaching where required

Key skills/experience required:

  • Ability to impart through training, coaching or writing key learns and recommendations to change practice or competence
  • Thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles
  • 3 years’ experience in customer environment
  • Knowledge of regulatory and legislative requirements pertaining to Life and Pensions
  • Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration.
  • Ability to work under time and quality pressure

ReAssure is a highly respected name in the heritage Life Insurance and Pensions market. We are a 3000+ strong team built on a wide range of skills and a wealth of experience. Originally founded in 1963, we’re at a busy crossroads of regulatory and market changes in the insurance industry. We have a proven track record of successfully integrating blocks of pension, insurance and investment business.

As one of Britain’s Top Employers in financial services, we offer opportunities for you to challenge and develop yourself in a company that looks after our colleagues, customers and communities.

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.

ReAssure offer an attractive benefits package for all permanent and fixed term employees, including 27 days’ holiday + bank holidays, contributory pension scheme, Private Medical Insurance plus a range of flexible benefits for you to choose from.

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Job category/type
Customer Services/Permanent


Date posted

Application closing date