Customer Care Quality Analyst

Customer Feedback & QA Specialist

Hybrid Working | £28,000 – £31,000 DOE | London Bridge

We’re looking for a Customer Feedback & QA Specialist to join our Customer Care team and help ensure we deliver excellent outcomes and service standards for our customers.

Reporting to the Customer Feedback & QA Lead, you’ll support quality assurance and feedback processes, handle complaints, and contribute to compliance and regulatory activities.

Key Responsibilities

• Investigate and respond to informal and formal complaints
• Carry out quality assurance checks across multiple channels
• Prepare case files for the Financial Ombudsman Service (FOS)
• Manage DSR requests within required timeframes
• Investigate and resolve potential sanction matches
• Collaborate with the Compliance team on key topics
• Stay informed on FOS decisions and share insights with colleagues