At a Glance
- Tasks: Monitor customer interactions and ensure compliance with service standards for continuous improvement.
- Company: Join Pinnacle Group, a leader in customer quality and compliance.
- Benefits: Enjoy flexible working, competitive salary, and a range of perks including discounts and medical insurance.
- Other info: Hybrid role with opportunities for learning and career growth.
- Why this job: Make a real difference in customer service while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and experience in customer service or client-facing roles.
The predicted salary is between 26227 - 26227 £ per year.
Pinnacle Group is recruiting a Customer Quality and Compliance Coordinator to support a customer-first culture, drive operational resilience through service delivery enhancements, and consolidate data for continuous improvement. The role focuses on monitoring and improving the quality of customer interactions, and ensuring compliance with housing allocation, repairs, and maintenance processes, with data analysis informing improvements.
Responsibilities
- Monitor and evaluate customer interactions (calls, emails, CRM data) to ensure accuracy, professionalism, empathy, and compliance with service standards.
- Identify areas for service improvement and feed back to line managers to support continuous improvement across NSC teams.
- Ensure call centre operations comply with MOD contract requirements, housing regulations, data protection legislation (GDPR), and internal policies.
- Support internal and external audits of processes related to housing allocations, repairs, and maintenance reporting.
- Collect, analyse, and interpret operational data (call quality scores, turnaround times, repair completion rates, complaints, etc.).
- Provide regular quality and compliance reports to the Quality, Assurance and Compliance Manager.
- Identify performance trends, risks, and opportunities for operational improvement and make recommendations.
Qualifications and Requirements
- Excellent communication skills and telephone manner.
- Proficient in Microsoft Office applications and case management/CRM systems.
- Knowledge of property management and housing legislation.
- Experience in customer service or a client-facing position.
Our Offer / Benefits
We offer a diverse, inclusive culture with opportunities for learning and development. Range of benefits dependent on role, including additional leave, pension plans, and retailer discounts. Flexible working arrangements, private medical insurance, life assurance, cycle to work, employee assistance program, and more.
Note: This role is hybrid with three days in the office per week.
Customer Quality and Compliance Coordinator in Liverpool employer: Career Choices Dewis Gyrfa Ltd
Career Choices Dewis Gyrfa Ltd is an exceptional employer that champions innovation and strategic growth within a collaborative environment. Employees benefit from a strong focus on professional development, competitive remuneration, and the opportunity to make a significant impact in the European market. With a commitment to fostering high-value partnerships, this role offers a unique chance to thrive in a dynamic and supportive workplace.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Quality and Compliance Coordinator in Liverpool
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Career Choices Dewis Gyrfa Ltd looking for candidates who are engaged and informed.
We think you need these skills to ace Customer Quality and Compliance Coordinator in Liverpool
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Career Choices Dewis Gyrfa Ltd. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Career Choices Dewis Gyrfa Ltd’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
