A bit about Ascent At Ascent we place the customer at the heart of our operations, ensuring that within our customers most vulnerable times, we offer the support they deserve. Part of the Irwin Mitchell Group, we are a highly successful legal and financial services company, specialising in debt recovery; we work with other large financial service companies to support individuals during uncertain times. What we offer you A Competitive benefits package including: Company Pension Scheme Personal holiday plus bank holidays (We have a buying holiday scheme that allows you to buy additional holidays during the annual holiday year) Health cash plan Critical illness cover Discounted legal services Season ticket loans Discounted online shopping Discounted gym memberships Cycle to work Be Part of our team The role of a Customer Outcome and Quality Officer is to assess customer interactions and journeys. You will report results and insight to enable the business to determine if it is delivering good customer outcomes and what actions it needs to take. What will your day look like? Assess customer interactions against the FCA Consumer Principle of delivering good outcomes. Listening to calls Reviewing customer journeys Root cause capture and reporting Maintain a clear understanding of Client scoring requirements Achieve successful alignment with Client scoring outcomes Provide feedback into the operational team Plan and manage own workload to achieve monthly Ascent and Client required volumes Our Candidate Requirements A good understanding of collections and recoveries A good understanding of the regulatory expectations for handling vulnerable customers Understanding and experience of root cause analysis techniques Good levels of literacy and numeracy Excellent attention to detail Knowledge of all relevant software colleagues are trained on Previous experience in quality assurance Passionate about preventing foreseeable harm to customers. Excellent written and verbal communication Decisive and action orientated - able to act on critical matters quickly and effectively. Innovative & creative - constantly seeking out new and better ways to improve the business and customer experience. Dynamic with a sense of urgency – taking the initiative to change what needs changing. Commercial awareness – able to think holistically and not just through one viewpoint. Further Information As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders. Training will be conducted over a period of a few weeks in the Manchester office. Following successful completion of training the Hybrid working model will commence.