At a Glance
- Tasks: Join the Quality Assurance Team to enhance customer service and improve quality frameworks.
- Company: Independent body focused on fair pension complaint resolutions.
- Benefits: Competitive salary, generous leave, flexible working, and career development opportunities.
- Other info: Dynamic work culture with a focus on diversity and inclusion.
- Why this job: Make a real difference in customer experiences while growing your skills.
- Qualifications: Attention to detail and a passion for quality improvement.
The predicted salary is between 37500 - 37500 £ per year.
The role of a Quality Assurance Officer is to work with the Quality Assurance Team Manager to continuously improve and maintain the Customer Journey Quality Framework.
As part of the Quality Team, the post holder will conduct thorough quality assessments, observe customer interactions, and provide feedback to support colleagues across the organisation to deliver a high quality service in line with the aims and objectives of TPO.
Responsibilities
- Work with the Quality Assurance Team Manager to assess QA needs from an initial enquiry to a final determination and provide support to ensure the framework adheres to regulatory requirements and best practice.
- Conduct quality assessments on telephone and written cases to identify potential development areas, training needs and best practices.
- Assist with the running of projects related to the Customer Journey Quality Framework and conduct one‑on‑one and/or group training sessions to embed the framework.
- Collate and review data to identify trends and share with the organisation.
- Create weekly, bi‑weekly or monthly reports of quality results; sharing best practices and/or development areas with the relevant team managers.
- Provide feedback, coaching and mentoring to colleagues at different levels across the organisation.
- Always consider outcomes in the interest of the customer, the organisation and colleagues.
- Feed in ideas to continuously revise, update and improve the model.
- Update quality documents when necessary.
- Any other duties that may reasonably be required.
About the Company
As a totally independent body, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaint about how their pension has been managed.
Our service is free, but we have legal powers to make decisions that are final, binding, and enforceable in court.
Our work can be challenging and high‑profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve.
Focusing on the facts, we must be balanced, fair and totally independent.
Work Arrangement
The Pensions Ombudsman is growing fast and is a great place to work.
We have an exciting opportunity for a Quality Assurance Officer to join our team based in Canary Wharf, with 20% office attendance in accordance with our Agile working Policy.
After a6‑week induction period, a pro‑rata attendance of 3 days per week is required.
You will be working full or part‑time on a permanent contract and will receive a competitive salary of £37,500 per annum prorate.
We operate an agile working policy of 20% office attendance and a flexible working culture.
Salary and Benefits
As well as a starting salary of £37,500 per annum prorate, we offer
- Several pension options as part of the Civil Service Pension Scheme, including defined benefits.
- 27.5 days annual leave increasing to 32.5 depending on length of service plus the option to buy and sell annual leave.
- Discretionary staff reward scheme.
- Comprehensive support for growth with learning and development programme to boost your career.
- 24/7 free confidential employee assistance programme.
- Discounted health benefits and employee discount scheme across hundreds of retailers.
- Access to staff networks and social activities.
- Sabbatical after qualifying period.
- A culture of reward with annual performance bonus.
- Eye test and flu jab reimbursements.
- Access to a Cycle to Work scheme.
- Diversity and Inclusion
We are an accredited Disability Confident Employer and welcome applications from under‑represented groups.
We encourage applications from people of all backgrounds and aim to create a workplace where everyone feels valued and has a sense of belonging.
#J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Officer in City of Westminster
✨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 The Pensions Ombudsman looking for candidates who are engaged and informed.
We think you need these skills to ace Quality Assurance Officer in City of Westminster
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 The Pensions Ombudsman. 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 The Pensions Ombudsman
✨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 The Pensions Ombudsman’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
