Quality Assurance & Governance Specialist

Hours

35 hours per week, flexible and hybrid working considered with a minimum of 2 days per week based from our Head Office in Skipton.

Salary

£41,000 Per Annum

Closing Date

Tue, 22 Oct 2024

We’ve an opportunity for an individual to join as a Quality Assurance and Governance Senior Specialist to own the Customer Communications QA Framework and conduct quality assurance for operational mailings.

If you’ve an eye for detail, a curious nature and a confident communicator that’s committed to driving continuous improvement, then this may be the role for you!

The salary for this role is up to £41,000 per annum dependent on skills and experience.

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You will be joining the Operational Customer Communications Team, consisting of copywriters and developers of the Society’s Operational mailings. We work closely with numerous teams as we’re a cross functioning team across Homes & Money. Our core role is to edit & create Operational communications across the Society’s different customer journeys.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
  
  
  

What Will You Be Doing?

• Creating and maintaining a review framework, with periodic reviews of all Operational Communication guides and process maps, mailing journey controls, processes, and procedures within the mailing request journey
• Sharing feedback and departmental actions with the relevant teams and stakeholders
• Keeping record of all training material required for new starters, ensuring relevant and up to date
• Owning and maintain the Customer Communications database
• Supporting the leader to drive improvements throughout the Society’s end to end customer journeys, to reduce failures, including reconciliation of mailings
• Liaising with colleagues for Audit and Compliance reviews
• Representing Operations in the Monthly Mailing Forum with FA, Marketing and Paragon where best practice, issues and controls are discussed
  
  
  

What Do We Need From You?

• We’re looking for someone who is organised, thorough and confident with numbers, technology, and detailed processes, who can analyse and interpret information with accuracy
• Adaptability is key, with the aptitude to manage and promote change in areas impacting customer journey
  
  
  

The Ideal Candidate Will Have Experience In

• Identifying poor controls and governance
• Using and generating MI
• Identifying process changes and sharing findings with relevant change areas
• Providing appropriate challenge and feedback across all levels