At a Glance
- Tasks: Review customer interactions and provide actionable recommendations for improvement.
- Company: Join a dynamic team focused on quality assurance in customer operations.
- Benefits: Enjoy hybrid working, fantastic benefits, and a collaborative environment.
- Other info: Opportunity to influence meaningful change and develop your career.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: Experience in quality assurance or compliance monitoring is essential.
Your new role
My client is looking for a highly analytical, detail-orientated customer service individual to join their Customer Operations Team. This is an exciting opportunity for someone with experience in quality assurance, customer operations in a regulated environment, outcome testing or compliance monitoring.
Working closely with operational teams, stakeholders, and regulatory functions, you will independently review customer interactions, identify areas for improvement, provide actionable recommendations, and help drive continuous improvement across the business.
- Conduct independent quality reviews across multiple customer contact channels, including telephone, email, live chat, web forms, and correspondence.
- Assess customer interactions to ensure compliance with FCA regulations, company policies, business rules, and customer outcome requirements.
- Evaluate the quality and effectiveness of customer outcomes and identify remediation where required.
- Deliver fair, consistent, and evidence-based assessments in line with established frameworks and standards.
- Provide clear, constructive, and actionable feedback to operational teams and stakeholders.
- Monitor and track recommendations through to completion, escalating concerns where appropriate.
- Contribute to the ongoing development of testing strategies and quality frameworks.
- Maintain up-to-date knowledge of regulatory requirements, including Consumer Duty and Vulnerable Customer principles.
- Identify emerging risks, process weaknesses, training needs, and control gaps through ongoing testing and monitoring activities.
- Conduct root cause analysis and provide insight-led recommendations to improve customer outcomes and operational performance.
- Support the implementation of enhancements arising from audits, regulatory reviews, and second-line oversight activities.
- Collaborate across the business to identify opportunities to improve customer journeys and reduce customer friction.
- Present quality findings, trends, risks, and recommendations to stakeholders at various levels across the organisation.
- Support framework reviews and competency assessments to maintain quality and consistency across the team.
- Produce insightful reporting and trend analysis to support decision-making and business improvement initiatives.
- Engage with operational leaders to drive accountability and continuous improvement activities.
What you'll need to succeed
We're looking for someone who combines strong analytical capability with a passion for delivering excellent customer outcomes.
- Experience in Quality Assurance, Outcome Testing, Compliance Monitoring, or Quality Control within a regulated environment.
- Strong knowledge of Consumer Duty, Vulnerable Customers, and FCA regulatory requirements.
- Excellent written and verbal communication skills.
- Ability to provide constructive feedback and influence stakeholders at all levels.
- Strong analytical and problem-solving skills, including root cause analysis.
- Experience interpreting data and identifying trends, risks, and opportunities.
- Ability to work independently while managing multiple priorities and deadlines.
- Strong attention to detail and commitment to maintaining high quality standards.
Desirable Experience
- Previous experience within Automotive Finance is desired, although not essential.
- Understanding of Customer Services and Complaints/Resolutions operations.
- Experience coaching individuals and supporting performance improvement initiatives.
- Exposure to regulatory reviews, audits, or compliance monitoring programmes.
What You'll Bring
- A customer-first mindset and passion for delivering fair customer outcomes.
- Confidence in challenging processes and identifying opportunities for improvement.
- Strong organisational and time-management skills.
- A proactive and resilient approach to problem-solving.
- The ability to build effective relationships and positively influence change across the business.
What you'll get in return
- Hybrid working.
- Opportunity to work with a collaborative team and influence meaningful change.
- Fantastic benefits.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Customer Operations Quality Specialist in Milton Keynes employer: Hays Business Support
Join a dynamic and collaborative team as a Customer Operations Quality Specialist, where your analytical skills will directly contribute to enhancing customer outcomes in a regulated environment. Our company fosters a culture of continuous improvement, offering fantastic benefits and hybrid working options that promote work-life balance. With ample opportunities for professional growth and the chance to influence meaningful change, this role is perfect for those passionate about delivering exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Quality Specialist in Milton Keynes
✨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 Hays Business Support looking for candidates who are engaged and informed.
We think you need these skills to ace Customer Operations Quality Specialist in Milton Keynes
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 Hays Business Support. 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 Hays Business Support
✨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 Hays Business Support’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
