Financial Services

01737 300 470

General Insurance

01273 823 571

Active Recruiting Consultants Ltd

is a niche recruitment consultancy providing ethical, effective, high quality recruitment solutions since 2001.

Financial Services Jobs

Quality Coach/Approver

Ref: arc471

Surrey - Permanent

£strong package

**Quality Assurance Coach Approver **Surrey **Competitive Salary + bonus/pension to £6,000 **Real opportunity for people with complaints experience in financial services, banking or insurance to work for a global, blue-chip **Using your complaints experience to check the quality of the teams calls/email/letter output and coach to ensure this is in line with agreed standards, time-frames and regulatory requirements.

The Company:Our client is a leading player in Financial Services, employing over 5,000 people, managing £150billion+ worldwide and known for their training and development of staff.

The Division:There are 1,600+ people in this office and the Client Engagement team supports the retail and workplace investing business channels. They play a crucial role in establishing a consistent voice in response to client needs, whether expressed through feedback, complaints or social media.

The Role:To ensure that in response to their complaints, customers receive communication in both verbal and written formats of the very highest quality. To coach individuals to attain these standards in their own letters, emails and telephone calls, and develop their capabilities as front-line ambassadors of the company. Key responsibilities include:

  • Ensuring staff understand and adhere to complaints and other regulatory reporting practices
  • Work efficiently and independently to ensure a significant contribution to your team’s targets daily
  • Provide appropriate guidance and feedback to less knowledgeable/experienced staff members on specific cases
  • Explaining UK products and procedures clearly and simply whilst promoting the company’s brand values
  • Monitoring team calls, quality assessing them using appropriate tools and feeding back on quality of calls
  • On-board new starters, upskilling to fill the gap between induction and full team participation
  • Coaching and supporting team members to motivate them to improve their letter writing and call handling skills
  • Identify trends and working with Management to bring improvements to team quality and productivity
  • Working with project team to become SME for new products and services, construct new templates and letters for ad-hoc and ongoing projects that are dealt with by the team you coach

Skills / Experience Required:For the Quality Assurance Coach Approver role, you must have formal complaint handling experience within Financial Services, Banking or Insurance. Excellent organisation skills are key; the ability to manage several tasks simultaneously and to prioritise. You must be able to work under pressure and to tight deadlines, be accurate and pay attention to detail. You must be a proactive team player and able to take the initiative. Excellent communication skills, both written and verbal are critical, in addition to being an experienced user of Microsoft Office – Word, Outlook and Excel.

Additional Information:The salary is very competitive (all details available upon application), with the bonus and pension contribution from our client amounting to c. £6,000 with various life and health benefits in addition.

Submit your CV

Upload your CV using our quick submission form.
  Apply for Quality Coach/Approver
 

Refer a friend

Refer a friend and receive a £250 thank you.

Testimonials

  • Darren recruited me for my current position as a Communications Officer. Immediately he proved himself to be communicative, empathetic and focussed.

    He could relate to my concerns as a jobseeker, promptly returning calls and emails, even if there was nothing new to share. When I had to leave the UK for an emergency, he was very understanding and worked with the client to reschedule my interview.

    Darren also provided excellent advice on interview preparation, which was instrumental in helping me land the job.

    CANDIDATE - A Communications Specialist

    Accepted a Comms Officer role with a UK Top 100 Employer in Surrey

  • Darren is a rarity amongst recruiters - someone who promises not to flood you with useless CVs and delivers on that promise. He worked hard to understand my needs but also my constraints, and engaged with the candidates to ensure that difficult conversations were avoided. I will have no hesitation in using him again

    CLIENT - Manager, Flex Consulting & Administration, Enrich Reward

    Had asked ARC to help recruit a Flex Team Administrator

  • ARC have been one of our preferred recruitment agents since 2006 and Darren has always been very diligent in finding the right candidates. His knowledge of the FS industry is invaluable and this together with his determination to find the perfect person, makes the whole recruitment process less onerous.

    CLIENT - Head of Marketing & Administration @ a financial technology company

    ARC have placed several research and software development professionals since 2006

  • Highly professional with excellent market knowledge. Recommended

    CANDIDATE - seeking move from Investment Mngt into an IFA firm

    Placed candidate into a Paraplanner role in Surrey/South London

  • Darren is by far the best recruitment consultant I have ever worked with. Was always on hand to answer my questions honestly and efficiently whilst being approachable and friendly. I cannot recommend Darren highly enough for anyone seeking a recruiter who will listen to your requirements and deliver.

    CANDIDATE - A Marketing Comms Exec

    Accepted a Senior Marketing Exec role with a leading product provider

  • Darren enabled me to secure a position in April 2011, following his advert on LinkedIn. He helped me with how to approach the interview stages, and gave examples of what questions I might be asked. He also provided regular updates and is a really friendly chap - highly recommended!

    CANDIDATE - A PA/Paraplanner

    Accepted an IFA Coordinator role with a retirements provider in Surrey

  • Darren helped me to secure a position with a leading life assurer in Surrey. What most impressed me was his simple yet extremely effective approach throughout, including interview preparation, answering questions and also providing me with helpful advice. Thank you once again Darren, you are very good at your job.

    CANDIDATE - A maths related Graduate looking for an analytical role

    Accepted a pensions related Analyst role in 2011

  • Darren helped me secure my job as a Sales Manager. I found Darren very helpful throughout, keeping me informed of progress and providing me with the insight, knowledge and details to properly prepare myself for the interviews

    CANDIDATE - A Customer Services Manager

    Accepted role as a Sales Manager in 2011 for one of the UK's top employers

  • Darren is always professional to deal with. He knows his market, is knowledgeable about the industry, finds the right person for the right job and makes it look easy. He keeps in touch over the years and doesnt put any pressure on. I would recommend Darren to anyone looking to recruit in Financial Services.

    CLIENT - Sales Support Manager, Scottish Equitable (ARC also helped as a Candidate)

    ARC placed sales support staff into their team in Sussex and also aided their own job search

  • I would not hesitate to recommend someone to Darren at ARC for their recruitment requirements. His knowledge and expertise sets him aside from the rest and he treats each case with care and enthusiasm. Whenever anyone asks if I know anyone I always suggest they contact Darren to help them

    CANDIDATE - who later recruited IFA Admin staff as a client through ARC

    Accepted an IFA Admin role after working as a Pensions Administrator in Surrey/Sussex

  • Darren kept me informed with every step of the process; providing excellent advice in preparation for interviews, and was attentive after the job interviews. In the end he guided me with the negotiations and I got the job and could not be happier. Highly recommended

    CANDIDATE - A public health graduate in 2012

    Accepted role as a Research Analyst within an underwriting unit in Surrey

  • Darren was a great asset in my job search. He provided friendly, positive and helpful advice, was in regular contact, constantly updating me on the application progress. There was very short notice for interview but I have never felt so well prepared. Thank you for all you have done!

    CANDIDATE - An Analyst Programmer in 2012

    Accepted a .net Developer role with a niche FS technology solutions consultancy

  • Darren is an excellent recruiter who intuitively knows the requirements of both client and candidate and is able to match them up accordingly. He kept me informed over the course of the process and was always on hand to answer any additional queries I had

    CANDIDATE - A Pensions Associate Consultant looking for an analytical role in 2012

    Accepted role as an Analyst for a pensions provider in Surrey

  • Darren was exceptional from the start of the recruitment process to it's conclusion. I was always kept informed, and when I needed guidance on particular issues, Darren's professional approach was invaluable. I would recommend his services withouth hesitation

    CANDIDATE - A Ph.D Qualified Statistician

    Accepted a Longevity Risk Analyst role with a leading life assurer in 2012

  • Darren contacted me about a software development opportunity at F&TRC and helped me secure the position. He maintained a friendly but professional attitude throughout the process which made him very easy to speak openly to. His communication was excellent and I would not hesitate to recommend Darren to others.

    CANDIDATE - A Senior Software Developer

    Accepted a .net Developer role with a niche FS technology solutions consultancy in 2012

  • Thank you so much for being so helpful and very quick in helping me find a job. Darren has made sure he has kept in contact making sure he communicates to me about an y upcoming job. I was actually lucky for the first job that he put me forward for, i was successful and will be starting next week. I am so grateful for people like Darren as it makes looking for a job in this time so easy and less stressful. I would recommend ARC and Darren highly and have already passed his details over to friends looking for work

    CANDIDATE - A Customer Services Rep in London

    Accepted a Calls Coordinator role with a Provider in Surrey

  • Darren has been a great help in finding me a new position. He has kept me informed throughout the whole process and was always on hand to answer any questions or queries I had.

    I would highly recommend Darren, especially to any underwriters out there who are considering looking for a new role.

    CANDIDATE - A Lancs based Medical Underwriter

    Accepted a Home Working Underwriter role

  • I recently worked with Darren during my recruitment process.It was a pleasure to work with him, he was very helpful, responsive to all my questions and was able to quickly and effectively resolve all the issues I had.He proved very supportive throughout which resulted in me getting the job. I highly recommend him as an excellent consultant, Darren provided a consistent and trustworthy service, gaining a good understanding of my needs and objectives and worked professionally to assist me in achieving them.

    CANDIDATE - A Marketing Communications Coordinator

    Placed into a Marketing Consultant role for a City based provider in 2013

  • Having dealt with numerous Recruitment Agencies over the last six months, Darren was a breath of fresh air. Friendly yet professional, helpful and really made an effort to ensure I was fully aware of the role and company before and during the interview process. Can't recommend Darren and ARC highly enough.

    CANDIDATE - A Senior Customer Services Trainer

    Placed into a Technical Customer Service role with a major Fund Manager

  • I have experience with using different employment agencies and none are comparable to the service that Darren Snell provided, all communication was prompt, he actually cared about whether i got the job or not, provided all information (with more than enough time for preparation) I needed and gave me tips to help me be successful in applying for the role. He was always available any time I called and i greatly appreciate his services and would recommend anyone seeking employment to request him.

    CANDIDATE - A Customer Services Associate

    A graduate with banking experience placed with leading Fund Manager

  • ARC Consulting have changed my career for the better in more ways than one, through their impressive eye for talent and selection of oppurtunities that suit the candidate. I have gone from an intern to full member of staff in three months, thanks to their ongoing support. The opppurtunities afforded to me have been amazing from start to finish, and now I'm settling into to a rewarding job with fantastic future prospects.

    CANDIDATE - Recent graduate placed initially in an internship

    Impressed hugely, then offered PERM Risk Analyst post

  • Arc have not only come to our rescue once, but twice! We have been incredibly impressed with the swift service provided and the level of candidates put forward. Finding suitable employees in our sector (Financial Planning) in our rural area can be very tough; but Darren and his team delivered. We also felt reassured that Arc were in constant contact with us and were able to update us and our candidates with accurate information all the way through the recruitment process. As and when we recruit in the future, we will certainly turn to Arc.

    CLIENT - Only Chartered IFA business in Rutland

    Asked ARC to find a Paraplanner and Trainee Paraplanner for their remote location

  • Darren was very helpful throughout the recruitment process. From giving me a detailed toolkit that brought me up to speed on my prospective employer, to giving me sartorial advice for interview day. I can honestly say Darren's dedicated service put me at an advantage and was a major reason why I'm now employed in one of the top investment management firms in the country.

    CANDIDATE - Had moved back to the South-East, looking for a role with long-term opportunities

    Accepted a role that mixes complaints investigations with technical query resolution

  • I have never had a recruiter so invested in your personal goals and your ideal salary! Darren absolutely smashed it, provided me with the perfect role, he had so much patience, he is attentive and he guided me through every single step! Best recruiter I've had and the best best best company to go with if you're serious about finding your perfect role! Darren is a credit to the company!

    CANDIDATE - Looking for new challenge away from retail

    Placed with Blue Chip employer in an Academy Client Services role

Latest Tweets