Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!

• Input to the development and implementation of Customer Experience, Knowledge, Vulnerability and Quality improvement plans, including agreeing priorities, and establishing adequate systems for ensuring that appropriate levels of governance and compliance are in place
• Leading and managing the portfolio of activities relating to your business area, embedding a customer-service culture across the organisation
• Owning the relationship with the Independent Assessor and responding to the annual report
• Ensuring market research insights drives continuous improvement and that key information is shared to improve our internal processes
• Providing expert guidance across the organisation, coaching your own team to ensure Customer Service, Quality, Vulnerability and Accessibility and Customer Complaints is embedded across all related activities
• Using insight from internal and external sources as appropriate, and ensuring that insight informs activity so we can be sure we’re focused on the right things for our customers
• Ensuring all Quality and Knowledge processes, systems, frameworks, and methods are in place, deployed, governed, and continuously improved in line with regulatory and organisation requirements.
• Ensuring there is overall governance and assurance of Quality performance across the organisation and Leading Customer and Quality improvements across the organisation through effective management of the frameworks and key stakeholders
• Providing effective guidance and support to the Customer Service Director, Chief Operating Officer and Ombudsman directors in all Customer Experience, Quality, Knowledge and Accessibility & Vulnerability matters
• Overseeing our approach to Accessibility and Vulnerability across the organisation. This includes ensuring that we are meeting our responsibilities under the Equality Act 2010, so that the answers we give both are fair and feel fair to all customers.
• Ensuring there are independent audit reviews and reporting regarding the efficiency and effectiveness of Customer Experience, Quality and Accessibility Knowledge practices across the organisation
• Embedding a culture of Knowledge and best practice sharing across the organisation
• Playing your part as a Senior Leader to continuously evolve our culture, behaviours, and ability to improve service to our customers
• Managing the feedback from the Independent Assessor and overseeing escalated complaints
  To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria: