At a Glance
- Tasks: Monitor and analyse customer interactions to ensure quality and compliance.
- Company: Join PRA Group, a diverse company making a real impact on the global economy.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Embrace a dynamic role in an ever-evolving regulatory landscape.
- Why this job: Be part of a team that enhances customer experiences and drives positive outcomes.
- Qualifications: Strong analytical skills and a passion for customer service.
We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
Working independently to undertake, monitor and analyse quality control and customer outcome testing, using a Consumer Duty aligned risk based methodology to ensure we are adhering to regulatory and industry requirements in order to provide the business with assurance that we achieve the correct customer outcomes, whilst complying with PRA Group's Policies and Frameworks and mitigating the risk of foreseeable harm.
Main Duties and Responsibilities:
- To monitor customer interactions individually or as part of a Customer Journey Review and provide appropriate feedback and coaching to agents via team managers as instructed by the CXA Manager in line with the Call Monitoring and Customer Journey Review Procedures and associated policies.
- Meet monthly Call Monitoring and Customer Journey Review SLA's, whilst maintaining quality output.
- Ensure all client audit requirements are met in full and within timescales.
- To adhere to all of PRA Group's Policies & Procedures when assessing Customer Journey and Interaction Outcomes.
- To highlight customer interaction performance issues, trends and strengths in an appropriate and timely manner, taking into consideration the commercial objectives without diluting Consumer Duty requirements and consider smarter efficiencies.
- Identify and propose solutions for increased interaction quality where appropriate.
- Conduct regular interaction calibration sessions with appropriate stakeholders.
- Work closely with other areas of the business to improve customer journey outcome measurables.
- Keep your industry knowledge up to date by ensuring regular review of FCA rules and any changes that might be advised.
- Any other reasonable duties as directed by management that may be required for the greater benefit of PRA Group and customers alike.
Relationship Management:
- Share best practice with all colleagues & other areas of the business to enhance customer outcomes.
- Maintain and develop relationships with Business Assurance colleagues, Operations and Training teams.
- Liaise with all business partners in a professional manner at all times.
- Ability to adapt to an ever-evolving regulatory environment.
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
Customer Experience Assurance Specialist (Secondment) in Kilmarnock employer: PRA Group
At PRA Group, we pride ourselves on being an excellent employer that values diversity and fosters a supportive work culture. Our commitment to employee growth is evident through continuous training opportunities and a focus on collaboration across teams, ensuring that every team member can contribute to meaningful customer outcomes. Located in a dynamic environment, we offer a unique chance to make a tangible impact while adhering to industry standards and regulations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Assurance Specialist (Secondment) in Kilmarnock
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PRA Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PRA Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Assurance Specialist (Secondment) in Kilmarnock
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PRA Group:Your cover letter is your chance to shine! Tell us why you want to work at PRA Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PRA Group!
How to prepare for a job interview at PRA Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
