Outcome Testing Specialist (12-Month Fixed Term Contract)

Closing Date: 13 July 2026

How you’ll play your part

In this role, you will focus on quality assurance and compliance within Customer Services, Resolutions, and regulatory programs. It involves independent testing and reviews, maintaining segregation of duties, call listening, administrative tasks, and working with third-party suppliers to ensure high standards are met and correct customer outcomes are provided. You will also contribute to process improvement and stay up to date on changing regulatory requirements.

Main Accountabilities

Reporting into the Quality Assurance Manager, you will conduct daily and timely reviews across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules, and regulations. As part of the Quality Assurance team, you will conduct reviews for teams within the scope of Customer Operations and provide support for cross‑company and regulatory projects, requiring flexibility between topics. Competency assessments must be passed and levels maintained to ensure that the correct accreditation is in place for the reviews that must be performed.

You will assess interactions across a defined scope of processes and time frames to ensure that the service delivered meets the requirements and expectations of both the customer and the business. This includes considering the adequacy of the outcomes reached and recommending any remediation required when poor outcomes are identified. Your responsibilities include taking ownership of your recommendations, actively monitoring their progress, ensuring all related actions are completed within the agreed timeframe, and escalating issues when necessary. You will be responsible for driving the success of any actions that you have identified to ensure that these are completed either within the team or the wider business.

You will use the findings from your reviews to suggest the best approach for future reviews, influencing the team's overall testing strategy. Reviews must be completed in line with defined targets for volume and precision, providing clear, accurate, and constructive feedback on areas that would benefit from improvement. Working closely with the Quality Assurance Manager and stakeholders where required, you will support the creation and maintenance of a high‑performing workforce by reporting and feeding back all quality outcomes while remaining fully compliant with FCA regulations.

To remain up to date on all regulatory change and to support with continuous improvement: maintaining knowledge across all in‑scope processes following any process or system updates and ensuring adherence at all times to any changes that are introduced, is a key responsibility. As an Outcome Testing Specialist, you will be responsible for identifying necessary changes and advocating for continuous improvement to support better customer outcomes and service, based on root cause analysis. You will contribute to the cycle of change managed through process development and recommend areas where additional training may be required.

You will complete proactive and meaningful trend analysis to identify any emerging compliance risks, training gaps, or process shortfalls, and provide feedback and recommendations to address them. This includes considering the adequacy of controls at all stages of a process to mitigate potential harm to customers and highlighting change candidates for review and improvement. Proactively collaborate with colleagues from the wider business to identify potential friction points in the customer journey and suggest solutions to improve or remove them. Actively participate in the implementation of any changes identified through 2LOD and/or audit reviews to improve the delivery and output of the team.

Support the Quality Assurance Manager with additional topics that will ensure that we keep our stakeholders informed and that allow us to promote and develop the team. These will include but are not limited to the following: Attending meetings on behalf of the team, across varying management levels, to present and share our findings and results and to highlight actions we are taking to improve these. Support with check‑the‑checker and competency reviews, if required, to ensure that all members of the team are performing to the optimum level. Regular framework reviews with recommendations for any aspects that need to be updated or new additions that need to be considered as our approach and processes evolve. Engage in stakeholder interactions to highlight any immediate areas of concern requiring attention or remediation and provide results and outcomes of trend analysis in a format tailored to the stakeholder.

The ability to effectively communicate the outcome of any review and the tasks performed by the team, either in writing or verbally, with colleagues and stakeholders at all levels is essential. Providing feedback to colleagues to support improvement in calibration sessions, both internally within the team and across the wider business with stakeholders, is a key responsibility.

About you

• Good understanding of Consumer Duty, Vulnerable Customers, and FCA (Financial Conduct Authority) principles.
• Strong written and verbal communication skills, with the ability to make complex information clear and easy to understand.
• Effective listening, coaching, persuasion, reasoning, and influencing skills.
• A proactive, positive, and determined mindset, with a willingness to overcome challenges.
• Ability to work independently and as part of a team, adapt to change quickly, learn effectively, and consult confidently with colleagues when needed.
• Ability to mark reviews fairly, consistently, objectively and compliantly within set guidelines and frameworks.
• Strong organisational and time management skills to ensure adherence to timeframes.
• Clear understanding of what influences high performance.
• Proactive analytic skills with evidence of critical thinking and logical reasoning, including identifying root causes.
• Coaching and feedback experience.
• Ability to understand and interpret data to provide insight for others.
• Understanding of Resolutions and Customer Services (desirable).

What’s in it for you

We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you. We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance. We’ll also encourage your development, with the training and knowledge you need to reach your potential.

What’s next

This position is open until 13 July 2026. Please note that we are only progressing applications from candidates who have the right to work in the United Kingdom.