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For Companies At a Glance
- Tasks: Assess customer interactions and report insights to improve outcomes.
- Company: Ascent is a leading legal and financial services company focused on supporting customers during tough times.
- Benefits: Enjoy a competitive benefits package, including health plans, holiday buying schemes, and gym discounts.
- Why this job: Join a dynamic team dedicated to making a real difference in customer experiences and outcomes.
- Qualifications: Experience in quality assurance and a strong understanding of collections and regulatory expectations required.
- Other info: Hybrid working model after training in Manchester; must complete an employment screening process.
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.
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 Customer Outcome and Quality Officer
✨Tip Number 1
Familiarize yourself with the FCA Consumer Principles, especially those related to delivering good customer outcomes. This knowledge will not only help you understand the role better but also demonstrate your commitment to customer care during interviews.
✨Tip Number 2
Brush up on your root cause analysis techniques. Being able to discuss specific methods you've used in past roles to identify and address issues will set you apart from other candidates.
✨Tip Number 3
Showcase your passion for preventing harm to customers by preparing examples of how you've improved customer experiences in previous positions. This will highlight your proactive approach and alignment with Ascent's values.
✨Tip Number 4
Demonstrate your commercial awareness by researching Ascent and its position within the legal and financial services sector. Understanding their business model and challenges will allow you to speak more intelligently about how you can contribute to their success.
We think you need these skills to ace 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 any experience with root cause analysis techniques.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer outcomes and preventing foreseeable harm. Provide specific examples of how you've successfully contributed to similar goals in previous roles.
Proofread Your Application: Ensure that your application is free from grammatical errors and typos. Excellent attention to detail is crucial for this role, so your application should reflect that quality.
How to prepare for a job interview at Ascent Performance Group Ltd
✨Understand the Customer-Centric Approach
Make sure to emphasize 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 assistance they deserve.
✨Demonstrate Your Analytical Skills
Since the role involves assessing customer interactions and conducting root cause analysis, be ready to provide examples of how you've successfully analyzed data or situations in previous roles. Highlight your attention to detail and ability to report insights effectively.
✨Showcase Your Communication Skills
Excellent written and verbal communication is crucial for this position. Prepare to discuss how you have effectively communicated feedback in past roles and how you can contribute to improving customer outcomes through clear communication.
✨Be Innovative and Action-Oriented
The company values innovation and a sense of urgency. Think of examples where you've taken initiative to improve processes or customer experiences. Be ready to share your ideas on how to enhance the quality of customer interactions.
