About the team:
The main focus of the team is to ensure we are collectively achieving right customer outcomes and treating all of our customers fairly. The team is very flexible and has a strong unity to it which breeds an excellent working culture. This role is based in our Wolverhampton office.
What you will be doing:
In this you will have the opportunity to lead the delivery of quality and performance/assurance related tasks within our Financial Support Team (Collections), ensuring that the highest of standards are maintained at all times, you will drive the performance of the Financial Support Teams in providing good customer outcomes consistently.
Your responsibilities will include:
* Complete call sampling monthly, achieving high quality of standards and providing effective summaries of the call feedback where necessary
* Highlight and recommend training/coaching needs to management based on call sampling, case reviews, sample testing, also identifying key trends.
* Keep management up to date with where they feel agents\\\' performance is at and behavioural trends.
* Being a positive role model for others and championing the OSB values
This role is for 21 hours per week (working pattern can be discussed).
What\\\'s in it for you?:
We offer a base salary between £29000 - £32000 (pro-rotared) dependent on experience and a competitive benefits package including:
* Enhanced family-focused benefits
* Annual bonus opportunity
Please use this link to see the fantastic benefits available at OSB: OSB Careers
About us:
At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become \\\'the bank of the future\\\'.
Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
Do you have the skills?
We are looking for talented individuals who have the experience and knowledge set out below:
* Strong communication and time management skills are essential.
* Knowledge of Collections (secured or unsecured) processes and systems would be a benefit.
* Previous experience of assessing/quality checking/audit administrative work is desirable.
We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.
Next steps:
Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB Careers
We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we\\\'re here to make sure you can show your best self.
Diversity, Equity & Inclusion
Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We\\\'re committed to creating an inclusive space where everyone feels empowered to apply - even if you don\\\'t check every box.
We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We\\\'re proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all.\\\"
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