Quality Assurance Specialist

Customer Feedback & QA Specialist Hybrid Working | £28,000 – £32,000 DOE | London BridgeWe’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 ResponsibilitiesInvestigate and respond to informal and formal complaintsCarry out quality assurance checks across multiple channelsPrepare case files for the Financial Ombudsman Service (FOS)Manage DSR requests within required timeframesInvestigate and resolve potential sanction matchesCollaborate with the Compliance team on key topicsStay informed on FOS decisions and share insights with colleaguesSupport team members with customer-related queriesOccasionally assist with Customer Fulfilment (phone, email, live chat)About YouExperience in a customer service or quality assurance roleProven ability to handle regulatory complaints in an FCA-regulated environmentStrong communication and problem-solving skillsCommitted to delivering excellent customer experiencesFamiliar with Treating Customers Fairly principlesAnalytical and detail-orientedDesirableUnderstanding of the insurance sector and its challengesComfortable working in a fast-paced, evolving environmentWhat We OfferHybrid working with office days at London BridgeLearning resources, mentorship, and tailored developmentPrivate healthcare, gym discounts, and wellbeing support£28,000 – £32,000 DOEOvertime allowance (including Saturdays and bank holidays on a rota)10% annual performance-related bonus25 days annual leave