PPI Quality Analyst

18 Apr 2019
28 Apr 2019
Contract Type
Full Time
Manpower is currently recruiting for a PPI Quality Analyst on behalf of our client, a large multinational financial services corporation. This is a temporary role for 8 months, working 9-5 Mon-Fri.

The CEN Executive Customer Relations team, based in Brighton, is responsible for handling complaints received from UK prospects, current and past customers, in a way that is fair, consistent and timely. Our procedures are regulated by the Financial Conduct Authority (FCA) and our approach is fully customer focused. We are looking for a PPI Quality Analyst to join our team.

Key responsibilities:

• Monitor and evaluate a sample of complaints to defined quality measurements within UK AESEL Operations in accordance with FCA and PSD2 regulation

• Assess and evaluate Acknowledgement, Holding and Final Response letters, written in response to complaints received by any channel

• Independently and impartially assess complaint files in order to provide feedback and recommendations to Complaint Handlers

• Assess the investigation and whether appropriate redress, goodwill payments and remedial action has been applied

• Provide written and/or verbal feedback regarding complaint files, making appropriate recommendations for improvement in handling future complaints

• Accurately capture results of quality monitoring in line with department records keeping and for MIS purposes

• Conduct New Hire and Refresher training, assessing when Complaint Handlers are competent to work complaints with minimal/no supervision

• Provide support to Complaint Handlers with investigation and communication of their cases to drive improvement of standards within the department. This will include driving individual performance standards.


Complaint handling experience and a good understanding of the complaint handling regulations are required.


Strong knowledge of PPI essential

• Excellent communication skills

• Clear judgement and decision making skills – ability to balance customer needs with good business sense

• Ability to analyse and interpret information

• Ability to quickly learn and utilise multiple tools and technology in a servicing environment

• Ability to use influencing skills when monitoring, assessing and delivering feedback, with strong relationship management and conflict resolution skills

• Ability to interpret trends through monitoring and coach effectively in a professional and articulate manner

• Strong knowledge of American Express products, services, processes and departments

• Ability to prioritise tasks for effective time management

• Feedback/coaching/training experience essential

• Ability to work independently, manage multiple tasks and deliver work within deadlines

• Working in a regulated environment a strong advantage

• Demonstrable ability to balance strong productivity with high quality work

• Consistently high performer in all areas

• Focus on good customer outcomes and strong relationship care

Similar jobs

Similar jobs