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For Companies At a Glance
- Tasks: Assess customer interactions and report insights to improve outcomes.
- Company: Join Ascent, a leading legal and financial services company focused on customer support.
- Benefits: Enjoy a competitive benefits package, including health plans, holiday schemes, and discounts.
- Why this job: Make a real impact by enhancing customer experiences during their vulnerable times.
- Qualifications: Experience in quality assurance and understanding of collections is essential.
- Other info: Hybrid work model after training in Manchester; integrity screening required.
The predicted salary is between 28800 - 43200 £ per year.
A bit about Ascent
At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. Part of the Irwin Mitchell Group, we are a highly successful legal and financial services company, specialising in debt recovery; we work with other large financial service companies to support individuals during uncertain times.
What we offer you
- A Competitive benefits package including:
- Company Pension Scheme
- Personal holiday plus bank holidays (We have a buying holiday scheme that allows you to buy additional holidays during the annual holiday year)
- Health cash plan
- Critical illness cover
- Discounted legal services
- Season ticket loans
- Discounted online shopping
- Discounted gym memberships
- Cycle to work
Be Part of our team
The role of a Customer Outcome and Quality Officer is to assess customer interactions and journeys. You will report results and insight to enable the business to determine if it is delivering good customer outcomes and what actions it needs to take.
What will your day look like?
- Assess customer interactions against the FCA Consumer Principle of delivering good outcomes.
- Listening to calls
- Reviewing customer journeys
- Root cause capture and reporting
- Maintain a clear understanding of Client scoring requirements
- Achieve successful alignment with Client scoring outcomes
- Provide feedback into the operational team
- Plan and manage own workload to achieve monthly Ascent and Client required volumes
Our Candidate Requirements
- A good understanding of collections and recoveries
- A good understanding of the regulatory expectations for handling vulnerable customers
- Understanding and experience of root cause analysis techniques
- Good levels of literacy and numeracy
- Excellent attention to detail
- Knowledge of all relevant software colleagues are trained on
- Previous experience in quality assurance
- Passionate about preventing foreseeable harm to customers.
- Excellent written and verbal communication
- Decisive and action orientated – able to act on critical matters quickly and effectively.
- Innovative & creative – constantly seeking out new and better ways to improve the business and customer experience.
- Dynamic with a sense of urgency – taking the initiative to change what needs changing.
- Commercial awareness – able to think holistically and not just through one viewpoint.
Further Information
As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.
*Training will be conducted over a period of a few weeks in the Manchester office. Following successful completion of training the Hybrid working model will commence.
Ascent Performance Group Ltd | Customer Outcome and Quality Officer employer: Ascent Performance Group Ltd
Contact Detail:
Ascent Performance Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ascent Performance Group Ltd | Customer Outcome and Quality Officer
✨Tip Number 1
Familiarize yourself with the FCA Consumer Principle and how it relates to customer outcomes. Understanding these principles will help you demonstrate your knowledge during interviews and show that you are aligned with Ascent's mission.
✨Tip Number 2
Brush up on your root cause analysis techniques. Being able to discuss specific examples of how you've used these techniques in previous roles can set you apart from other candidates.
✨Tip Number 3
Showcase your passion for customer care, especially for vulnerable customers. Prepare anecdotes that highlight your commitment to improving customer experiences and preventing foreseeable harm.
✨Tip Number 4
Be ready to discuss your experience with quality assurance processes. Highlight any relevant software tools you’ve used and how they contributed to achieving successful outcomes in your previous roles.
We think you need these skills to ace Ascent Performance Group Ltd | Customer Outcome and Quality Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Outcome and Quality Officer. Familiarize yourself with the FCA Consumer Principle and how it relates to customer interactions.
Tailor Your CV: Highlight your relevant experience in quality assurance, collections, and recoveries. Emphasize your understanding of regulatory expectations and your skills in root cause analysis.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer outcomes and preventing harm. Provide specific examples of how you've successfully managed similar responsibilities in the past.
Proofread Your Application: Ensure that your application is free from errors. Pay attention to your written communication skills, as they are crucial for this role. A well-proofread application reflects your attention to detail.
How to prepare for a job interview at Ascent Performance Group Ltd
✨Understand the Customer-Centric Approach
As a Customer Outcome and Quality Officer, it's crucial to demonstrate your understanding of placing the customer at the heart of operations. Be prepared to discuss how you can support vulnerable customers and ensure they receive the best outcomes during their interactions.
✨Showcase Your Analytical Skills
Highlight your experience with root cause analysis techniques. Be ready to provide examples of how you've assessed customer journeys and interactions in the past, and how your insights led to improvements in service delivery.
✨Communicate Effectively
Excellent written and verbal communication is key for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex regulatory expectations or quality assurance processes.
✨Demonstrate Initiative and Innovation
The role requires a dynamic approach to problem-solving. Prepare to share instances where you've taken the initiative to implement changes that improved customer experiences or operational efficiency, showcasing your innovative mindset.
