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Customer Outcome Officer

Job Introduction

We are currently recruiting for Customer Assurance Officers to join our Customer Assurance team based in Bristol.  Our Customer Assurance team supports our Banking and Lender Services Group across all jurisdictions.  This is a fast paced position.

Role Responsibility

As a Customer Assurance Officer your day to day remit includes:

Completing audits of the work carried out in the operational team to assess quality; Through the following audit functions-

-        Exception Auditing

-        Customer Journey Audits

-        Spotlight Audits

-        FSDI Call Reviews

-        Customer Outcomes

  • Providing feedback and suggested actions into the operational team
  • Compliance Auditing and ReportingAudit/Call Calibration
  • Ensuring audit actions are completed on a monthly basis
  • Reviewing customer survey outcomes
  • Reviewing findings from Team Coach activities and ensuring actions are completed 
  • Reviewing Complaint RCA and ensuring actions are completed
  • Supporting in the running of Vulnerable customer forum·       
  • Ensuring Adjournment reviews are completed on a monthly basis
  • Assisting in delivering on our Conduct Risk and Customer outcome focussed culture


The Ideal Candidate

Our employees are talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. You will be able to demonstrate a similar supportive, flexible and driven ethos and will have accumulated the following experience and skills:

  • Experience of working in a customer facing role·       
  • Experience in the mortgage enforcement and repossession sales process·       
  • Satisfactory levels of literacy and numeracy  
  • Effective record keeping and telephone communication skills· 
  • Excellent attention to detail·       
  • Good Excel knowledge·      
  • A conscientious, "can-do" attitude·     
  • Be client focussed and supportive of team members

TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and as a Disability Confident Employer, we are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on HR-Recruitment@TLTsolicitors.com .

Package Description

We value our employees highly and we want you to feel valued. You will receive a competitive basic salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.



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