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QA Customer Outcome Journey Specialist, Skipton
Client: Skipton Building Society
Location: Skipton, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference:
bdeca54ef3dc
Job Views:
7
Posted:
14.07.2025
Expiry Date:
28.08.2025
Job Description:
Hours: 14 hours per week, across two days. One of the working days must be either Tuesday or Wednesday on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.
Salary: £27,900 Pro Rata
Closing Date: Wed, 16 Jul 2025
Customer Journey reviews focus on ensuring excellent customer outcomes by examining the full journey, regulatory compliance, and safeguarding the Society. We are looking for a Customer Outcome Journey Specialist to join our Customer Outcomes Journey Team.
The role covers journeys across savings, including complaints and bereavement, ensuring we deliver positive customer outcomes and contribute to the control environment within our '3 lines of defence' model for managing Regulatory, Conduct Risk, and operational quality.
Who Are We?
We are the fourth largest building society in the UK, owned by our members, not shareholders. We prioritize customer focus and innovation, aiming to support colleagues' growth and success.
The team comprises 8 colleagues, including 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists, working closely with various departments to ensure customer satisfaction.
What’s In It For You?
We support hybrid and flexible working, offer a vibrant workspace, and provide benefits such as:
* Annual discretionary bonus
* 25 days annual leave + bank holidays + accrual
* Holiday trading scheme
* Matching pension contributions (up to 10%)
* Colleague mortgage options
* Salary sacrifice schemes
* Training and development opportunities
* Private medical insurance
* Volunteering days
* Inclusive colleague networks
* Wellbeing initiatives
What Will You Be Doing?
* Developing strong relationships with stakeholders to improve customer outcomes
* Challenging processes for efficiency and effectiveness
* Analyzing monthly MI and identifying trends
* Collaborating across functions to understand performance and issues
What Do We Need From You?
We seek an empathetic, enthusiastic, and detail-oriented individual who understands great customer outcomes. You should be able to:
* Make independent decisions
* Ask questions, challenge, and keep the customer at the center
* Communicate effectively at all levels
* Organize and prioritize tasks
* Understand Money and Homes processes
* Collaborate with stakeholders
* Understand the Society’s Customer Strategy and Proposition
* Interpret FCA requirements and apply regulations
Training and development are provided, with opportunities for regulatory qualifications.
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