Customer Care Quality Analyst

We're looking for a Customer Feedback & QA Specialist to join our Customer Care team and help ensure we deliver excellent outcomes and service standards for our customers.
Reporting to the Customer Feedback & QA Lead, you'll support quality assurance and feedback processes, handle complaints, and contribute to compliance and regulatory activities., Investigate and respond to informal and formal complaints
Carry out quality assurance checks across multiple channels
Prepare case files for the Financial Ombudsman Service (FOS)
Manage DSR requests within required timeframes
Investigate and resolve potential sanction matches
Collaborate with the Compliance team on key topics
Stay informed on FOS decisions and share insights with colleagues
Support team members with customer-related queries
Occasionally assist with Customer Fulfilment (phone, email, live chat)

Experience in a customer service or quality assurance role
Proven ability to handle regulatory complaints in an FCA-regulated environment
Strong communication and problem-solving skills
Committed to delivering excellent customer experiences
Familiar with Treating Customers Fairly principles
Analytical and detail-oriented

Desirable
Understanding of the insurance sector and its challenges
Comfortable working in a fast-paced, evolving environment

What We Offer
Hybrid working with office days at London Bridge
Learning resources, mentorship, and tailored development
Private healthcare, gym discounts, and wellbeing support
£28,000 - £32,000 DOE
Overtime allowance (including Saturdays and bank holidays on a rota)
10% annual performance-related bonus
25 days annual leave