PPI Quality Analyst

Manpower is currently recruiting for a PPI Quality Analyst on behalf of our client, a large multinational financial services corporation. This is a temporary role for 8 months, working 9-5 Mon-Fri.

The CEN Executive Customer Relations team, based in Brighton, is responsible for handling complaints received from UK prospects, current and past customers, in a way that is fair, consistent and timely. Our procedures are regulated by the Financial Conduct Authority (FCA) and our approach is fully customer focused. We are looking for a PPI Quality Analyst to join our team.

Key responsibilities:
* Monitor and evaluate a sample of complaints to defined quality measurements within UK AESEL Operations in accordance with FCA and PSD2 regulation
* Assess and evaluate Acknowledgement, Holding and Final Response letters, written in response to complaints received by any channel
* Independently and impartially assess complaint files in order to provide feedback and recommendations to Complaint Handlers
* Assess the investigation and whether appropriate redress, goodwill payments and remedial action has been applied
* Provide written and/or verbal feedback regarding complaint files, making appropriate recommendations for improvement in handling future complaints
* Accurately capture results of quality monitoring in line with department records keeping and for MIS purposes
* Conduct New Hire and Refresher training, assessing when Complaint Handlers are competent to work complaints with minimal/no supervision
* Provide support to Complaint Handlers with investigation and communication of their cases to drive improvement of standards within the department. This will include driving individual performance standards.

Experience:

Complaint handling experience and a good understanding of the complaint handling regulations are required.

• 
  Strong knowledge of PPI essential
  * Excellent communication skills
  * Clear judgement and decision making skills - ability to balance customer needs with good business sense
  * Ability to analyse and interpret information
  * Ability to quickly learn and utilise multiple tools and technology in a servicing environment
  * Ability to use influencing skills when monitoring, assessing and delivering feedback, with strong relationship management and conflict resolution skills
  * Ability to interpret trends through monitoring and coach effectively in a professional and articulate manner
  * Strong knowledge of American Express products, services, processes and departments
  * Ability to prioritise tasks for effective time management
  * Feedback/coaching/training experience essential
  * Ability to work independently, manage multiple tasks and deliver work within deadlines
  * Working in a regulated environment a strong advantage
  * Demonstrable ability to balance strong productivity with high quality work
  * Consistently high performer in all areas
  * Focus on good customer outcomes and strong relationship care