Job Description

Customer Quality Assurance Team Manager Milton Keynes (hybrid) Full Time Permanent, 35 hours per week Salary ranges from £34,080, plus Company car, family loan car scheme, 27 days plus bank holidays and many more excellent benefits Closing date: Friday 15th August Reporting into the General Manager - Operational Compliance & Quality Assurance, the Customer Quality Team Manager is accountable for leading the Quality Teams' objective to continuously improve customer outcomes across Customer Operations, its systems and processes by demonstrating strong influencing skills at all levels. This role is key in assuring adherence to FCA regulatory requirements through policies and procedures, mitigating risks through end-to-end customer journey reviews, analysing customer behaviour and failure trends, and defining treatments to drive improved customer retention and loyalty. The Customer Quality Team Manager will demonstrate role-model behaviours and act as a customer and integrity ambassador for the wider enterprise.

We are looking for someone to join the team on a full-time permanent basis, 35 hours per week. The successful candidate will ideally have experience in a financial services, FCA regulated environment, as well as team management experience and knowledge. Experience in Complaint handling or Arrears management would be preferable but not mandatory.

Responsibilities include:

1. Collaborate and coach Team Managers across Customer Operations to drive advisor performance and mitigate regulatory risks due to non-adherence to VWFS standards.
2. Lead and maximise the performance of the team to maintain a high-performing team of subject matter experts.
3. Challenge and evolve the QA framework to ensure it is effective for the Customer Operational areas' needs and provides oversight of the customer journey to drive continuous improvements.
4. Analyse Customer data such as Quality reviews, Training insights, and Customer feedback to make decisions and create solutions to improve customer treatment.
5. Present Customer Quality and Advisor feedback to Operational Managers, Heads of Department, and Customer Experience Director on a regular basis.
6. Lead gatekeeping across all customer operations policies, procedures, ARIS maps, and customer letters to ensure excellent customer experience, simplicity, and compliance by design.
7. Lead a team of Customer Quality Analysts to ensure delivery of priority activities within strict deadlines.
8. Manage Performance & Absence effectively, with HR support when required.
9. Lead the delivery of Quality Assurance activities across Operations, including call and email monitoring, process adherence, and customer outcome audits.
10. Act as the point of escalation and decision maker on complex customer issues to ensure good customer outcomes and regulatory compliance.

Skills and Experience required:

• Detailed regulatory understanding of customer risks, issues, and requirements across operations including outsourcing, collections, and/or complaint handling.
• Experience of driving improved customer experience and process improvements.
• Experience in a Quality Assurance Function, preferably within a Consumer Credit or Motor Finance business.
• Proficiency in Microsoft PowerPoint and Excel.
• Demonstrable people management experience, including coaching.
• Knowledge of processes and business systems like CRM, SAP, CMS, Respond, Tallyman, and Avaya is desirable.
• Experience of undertaking and managing Root Cause Analysis.
• Understanding of the automotive and financial services industry.
• Ability to negotiate and influence stakeholders.
• Strong organizational and time management skills.
• Ability to build strong working relationships and demonstrate systematic thought processes.

What's in it for you? An excellent remuneration package, Company Car scheme, loan car scheme for family and friends, discretionary bonus, and 27 days holiday plus bank holidays, among other benefits.

About Volkswagen Financial Services: Our mission is to be 'The Key to Mobility'. We aim to make transportation easy and simple for as many people as possible, offering a range of finance and aftersales products, and developing innovative mobility solutions.

We are committed to being an inclusive employer, welcoming applications from everyone. We support your ability to be your authentic self during our recruitment process. Our hybrid working arrangements allow a minimum of one day in the Milton Keynes office, with flexibility to work more if preferred.