Quality And Compliance Analyst

Location: Hybrid role, 2 days a week from one of our offices (Colindale, Selkirk, Burnley)

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you.

We're excited to find great people with a passion for Quality and Compliance, ensuring our advisors deliver great experiences for our customers.

You’ll bring that quality assurance experience ideally gained within a contact centre environment. You’ll use your excellent listening, analytical and assessment skills to provide insight and feedback to our advisors, team leaders and managers.

You’ll articulate these results and findings through excellent verbal and written communications that help to drive results. Your dedication to providing excellent customer service will drive your curiosity for knowledge and continuous improvement approach.

We work together. Your team and the people you will work with…

As part of the quality & compliance team, our vision is:

• Being ambassadors of Quality and governance by promoting responsibility, integrity and efficiency within the contact centres.
• Delivering impactful insights that highlight areas of business need, risk and opportunities for improvement.
• Maintaining a supportive presence through being open, approachable, and celebrating excellent customer service.

We deliver progress. What you’ll do and how you will make an impact.

You will be responsible for evaluating our customer interactions and analysing findings. Working collaboratively across the team and wider business, providing actionable insight by considering accuracy, customer service performance and adherence to regulatory standards against UW vision, policies and procedures.

Key responsibilities:

• Conduct 1LoD interaction monitoring supporting a range of workstreams; ensuring a consistent approach in meeting our regulatory requirements and business standards for excellent customer outcomes.
• Conduct 2LoD interaction monitoring and analysis supporting a range of workstreams; ensuring and driving a consistent approach in meeting our regulatory requirements and business standards for excellent customer outcomes.
• Provide internal operational support to drive an excellent standard where required
• Maintain working knowledge of our regulatory obligations, business processes, and department layouts to ensure appropriate and required monitoring is fulfilled
• Provide accurate, clear and concise feedback to individuals, teams and departments as necessary; noting trends and solutions
• Share trends and insights from monitoring
• Be prepared to handle incoming calls, and flexible to adapt to operational hours ensuring support is available as a priority at all times

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary. We’ll share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
• Discount on our services and you get our coveted Cashback Card for free.
• A matched contribution pension scheme and life assurance up to 4x your salary.
• Family-friendly policies, designed to help you and your family thrive.
• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop and grow in your role.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.
Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.