Customer Feedback & QA Specialist
Hybrid Working | £28,000 – £31,000 DOE | London Bridge
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.
Key Responsibilities
* 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)
About You
* 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