Quality Customer Assurance Manager

Duties for this role include, but are not limited to:

Leading the complaints and quality assurance function to uphold service standards and meet agreed KPIs.

Managing a team of Advisors and complaints handlers, promoting empowerment and a solution-focused culture.

Overseeing quality framework processes including call monitoring and file reviews in line with internal policies and external regulatory requirements.

Providing monthly reporting and management information to the customer committee.

Conducting root cause analysis and using insights to drive operational improvements.

Monitoring complaint trends to ensure outcomes meet regulatory standards and internal expectations.

Maintaining accurate procedure manuals and ensuring updates align with regulatory changes.

Supporting risk mitigation efforts through active engagement with senior management and business units.

The ideal candidate will have a strong background in customer service or quality assurance within a regulated environment, preferably financial services. They will bring at least 2–3 years’ experience in risk management or customer outcomes, coupled with a sound understanding of complaint handling frameworks and relevant regulatory requirements, including the Channel Islands Financial Ombudsman. The ability to lead teams, deliver process improvements, and produce meaningful business insights is essential.