Quality Assessor in Swindon

Are you somebody that likes to get things done? Do you have great attention to detail? Are you happy to challenge the status quo and have straight up conversations in a productive manner? If so, this is a fantastic opportunity to become part of the Virgin Money Complaints Quality function. This role offers an exciting opportunity to be part of the Virgin Money Complaints Quality Control Team. We need you to have a flexible and agile approach as you will be expected to undertake a range of activities in a fast paced environment. We need an enthusiastic individual who is driven by Our Purpose and is an advocate for ensuring our customers, both internal and external, are at the heart of everything we do.

We have a permanent and a 12 month secondment opportunity. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

You will be responsible for quality assessing complaints handled across all areas of the business, assessing handler competency. The role involves providing clear and constructive feedback through both written quality assessments and face-to-face feedback. You will also deliver calibration sessions with key stakeholders to ensure consistency in quality standards, while sharing insights. A key part of the role is to identify emerging trends, enabling you to make recommendations that drive improvements in policies, processes, and overall customer outcomes.

About you

The minimum requirements for this role are:

• Proven experience of financial services complaint handling, or complaint handling in another regulated industry with knowledge of the FCA Complaint Handling Regulations (DISP)
• Confident relationship-building skills, with the ability to work collaboratively and maintain positive partnerships with stakeholders
• The ability to communicate feedback in a clear and empathetic manner (both verbally and in writing)
• Experience of analysing data from a wide range of sources to draw conclusions and make informed decisions
• Excellent organisational and time management skills, with the ability to prioritise tasks and plan ahead effectively

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society. We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.