Job Description
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.
Our philosophy: Before you read on, we’d like you to know that we’re committed to and hope that our employee base reflects the diverse nature of our society. To understand more, please follow: https://www.osb.co.uk/careers/overview/ Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. If you apply for one of our roles, we will be sure to ask you if you require any support with any of these stages.
What you will be doing: In this role, you will have the opportunity to lead the delivery of quality and performance/assurance related tasks 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:
1. Complete call sampling monthly, achieving high quality of standards and providing effective summaries of the call feedback where necessary.
2. Highlight and recommend training/coaching needs to management based on call sampling as well as general floor support.
3. Keep management up to date with where they feel agents' performance is at and behavioural trends.
4. 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). In return for your commitment, we offer a base salary between £29000 - £32000 (pro-rota) dependent on experience. Please use this link to see the fantastic benefits available at OSB:https://www.osb.co.uk/careers/overview/benefits
Could you be the one? We are looking for talented individuals who have the experience and knowledge set out below:
1. Strong communication and time management skills are essential.
2. Knowledge of Collections (secured or unsecured) processes and systems would be a benefit along with an understanding of FCA Regulations.
3. 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.
What to do next: If this sounds like you, please apply now!
If shortlisted from your initial application, we operate a personalised recruitment process. Interviews are a two-way street; we aim for them to be relevant and conversational to get the best out of you! OSB Group are dedicated to in the workplace and committed to treating all our employees and job applicants equally.
We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though; we have broadened our approach to encourage inclusion at all levels and in all roles.
Our leadership and Executive Committee are right behind us, to the extent that our Champions sit at Board level and on a monthly basis receive updates on our progress. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful. #INDLP
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