Job Description
Mortgage Support Quality Officer
Salary: £25,500 per annum (Rising to £26,500 after successful completion of probation)
Hours: Full time - 35 hours
Contract: Permanent
Location: Hybrid Working (Head Office, West Bromwich)
The West Brom are looking to recruit a Mortgage Support Quality Officer working within the Mortgage Support area of Customer Operations.
The post holder will be responsible for completing independent quality checking activities across Mortgage Support with a focus on measuring the fairness of customer outcomes. You will complete quality assurance assessments to measure how well we are considering customers’ individual needs throughout their interactions with us and the accuracy with which the required actions are conducted.
Key Responsibilities:
1. Complete quality assurance assessments on activities undertaken across Mortgage Support, which includes Mortgage Support and Specialist Support Services.
2. Provide feedback on any issues and trends identified to stakeholders in a timely manner.
3. Support the production of a regular communication across the department focusing on recurring themes, sharing what went well, bringing customer outcomes to life with case studies and highlighting what could work better.
4. Complete ratification exercises with the Management Team to ensure consistency across the team for when completing individual monitoring
5. Support the Senior Team Leader with the production of reports and management information.
6. Maintain effective and up to date administration records including system records used through all core systems
Skills and Experience Required:
7. Knowledge of relevant regulation;
8. Experience of working within operational teams;
9. Ability and confidence to challenge processes and procedures;
10. Ability to communication effectively, both verbally and in writing with a range of stakeholders;
11. Frontline customer services experience;
12. High standard of attention to detail personal motivation and initiative;
13. Fully PC literate and up to date with all core Microsoft applications;
What's in it for you?
We wholeheartedly believe that our people are our greatest asset, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:
14. Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
15. Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
16. Social club membership – dozens of discounts available for a wide variety of family days out and events
17. Performance related pay scheme
18. Corporate health plan with the option to include family members
19. Discounted travel cards
20. Life assurance provided by the Society at 4 times your salary
When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We also recognise they have a life outside work, one that has responsibilities and rewards which the Society respects and supports in ways that aim to bring the best out of them. We operate flexible/hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role.
Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.
Do it today and click apply!
*Please note – We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*