Customer Care Quality Analyst

Customer Feedback & QA Specialist

Hybrid Working | £28,000 – £31,000 DOE | London Bridge

We’re looking for a Customer Feedback & QA Specialist to join our Customer Care team and help ensure we deliver excellent outcomes and service standards for our customers.

Reporting to the Customer Feedback & QA Lead, you’ll support quality assurance and feedback processes, handle complaints, and contribute to compliance and regulatory activities.

Key Responsibilities

• Investigate and respond to informal and formal complaints
• Carry out quality assurance checks across multiple channels
• Prepare case files for the Financial Ombudsman Service (FOS)
• Manage DSR requests within required timeframes
• Investigate and resolve potential sanction matches
• Collaborate with the Compliance team on key topics
• Stay informed on FOS decisions and share insights with colleagues
• Support team members with customer-related queries
• Occasionally assist with Customer Fulfilment (phone, email, live chat)

About You

• Experience in a customer service or quality assurance role
• Proven ability to handle regulatory complaints in an FCA-regulated environment
• Strong communication and problem-solving skills
• Committed to delivering excellent customer experiences
• Familiar with Treating Customers Fairly principles
• Analytical and detail-oriented

Desirable

• Understanding of the insurance sector and its challenges
• Comfortable working in a fast-paced, evolving environment

What We Offer

• Hybrid working with office days at London Bridge
• Learning resources, mentorship, and tailored development
• Private healthcare, gym discounts, and wellbeing support
• £28,000 – £32,000 DOE
• Overtime allowance (including Saturdays and bank holidays on a rota)
• 10% annual performance-related bonus
• 25 days annual leave