Customer Experience & Quality Assurance Manager

Lowell Group
09 May 2017
08 Jun 2017
Contract Type
Full Time
Job Title: Customer Experience & Quality Assurance Manager
Location: Leeds
Salary: Up to £50,000 dependent on experience + 3% flexible benefits + 10% on target bonus + contributory pension

Our aim is to set a new benchmark in customer experience within our industry – want to help?

Lowell Financial is part of Lowell, a growing, global credit management organisation with operating companies in the UK, Germany and Austria.

Lowell Financial is the UK Debt Purchase business in the UK, working to improve the financial well being of our clients and consumers. We work with over 50 clients across Financial Services, Utilities, Telco and Home Shopping.

We take the time to get to know each customer and better understand their individual circumstances, working to agree the fairest outcome. Our personal approach is why we’ve been awarded an Exceptional 3 star rating by Investor in Customer for the last three years and why we’re one of the UK’s leading credit management companies.

We’re now recruiting an experienced, customer focused Manager for a brand new role that be key to i making this happen. You’ll be responsible for 2 main objectives…

Driving the Customer Experience

• Help develop, define and embed a customer centric culture within Operations, holding Process Owners accountable for ensuring process design & execution is focussed on achieving fair customer outcomes
• Own the programme of obtaining customer feedback and using the results to drive positive change
• Play a key role in ensuring our customer communications through all channels reflect our brand & customer-centric approach
• Own the end to end “customer journey” assessments and use them to improve the customer experience
• Own the independent benchmarking of our customer experience (IIC) and maximise the value of such programmes
• Be a customer advocate within our broader business

Providing assurance that we do what we say

• Own & develop the company quality framework / policy to ensure operational areas deliver a customer focussed, compliant service
• Work with key stakeholders to reach consensus on, provide consultancy on and bring clarity to key areas of principle based regulation, sharing best practice where appropriate within the business and broader group
• Champion & support the delivery of Fair Customer Outcomes
• Influence Process Owners to ensure results of oversight activity are addressed appropriately
• Keep up to date with regulatory and / or company / process changes and ensure all quality assurance processes remain apposite / relevant
• Lead & coach the team of c20 FTE in line with corporate standards

Reporting to the UK Head of Operational Assurance you’ll work closely with the Customer Experience and Quality Assurance Manager in our 3rd Party Servicing Business, Fredricksons, ensuring best practice is adopted in both operating companies where appropriate.

You’ll need to evidence the following experience, qualifications and skills:


• A keen interest in listening to and understanding the customer viewpoint
• A passion for customer advocacy
• Ability to challenge established viewpoints or old style thinking, even when in the minority
• Ability to translate principle based regulation into pragmatic operational practices
• Strong influencing skills
• Sound operational judgement leading to balanced business decisions
• Ability to work on own initiative & think creatively
• Strong communication & presentation skills (written and verbal)
• Experience of working with 3rd party suppliers, ideally in customer feedback and insight


• Previous experience of managing a large team to deliver consistently high quality results
• Previous experience of customer focussed environments and of driving sustainable improvements
• Previous experience of call centre environment (desirable)
• Previous experience of financial industry & consumer regulation (desirable)
• Previous experience of adapting and managing to quality and assurances frameworks
• Previous experience of operating at a strategic level
• Previous experience of influencing and holding accountable multiple stakeholders

The Benefits:

• Competitive salary with annual bonus
• Contributory pension
• 3% flexible benefits - including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and the option to buy up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised on-site restaurant
• Free on-site gym
• Excellent coaching and training

If this sounds like the role for you, and you’re eligible to work in the UK we’d love to hear from you.