Quality Manager

Skipton Building Society; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job description

Hours: 35 hours per week, Monday to Friday, flexible and hybrid working can be considered with a weekly Head Office presence required.

Salary: £51,000 Per Annum

Closing Date: Wed, 19 Mar 2025

We are recruiting for a Quality Manager within Homes Advice, leading a team of Quality Consultants dedicated to ensuring exceptional customer outcomes, embedding a culture of customer obsession and ensuring our teams deliver exceptional results. By demonstrating accountability, curiosity, bravery and collaboration, this role will help shape the future of our customer interactions and drive continuous improvement across the department.

Who Are We?

Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

As part of Homes Advice, you’ll be joining a dynamic and customer-obsessed team responsible for helping direct mortgage customers from their initial enquiry through to full mortgage application. We also provide expert advice to our members on variations to existing mortgages, ensuring they receive the best possible support throughout their journey.

Collaboration is at the heart of what we do - we work closely with teams across the Homes business and key stakeholders organisation wide to deliver great customer outcomes and experiences. Our culture is built on curiosity, bravery, accountability, and collaboration, and we bring these behaviours to life every day.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including:

1. Annual discretionary bonus scheme
2. 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
3. Holiday trading scheme allowing the ability to buy and sell additional annual leave days
4. Matching employer pension contribution (up to 10% per annum)
5. Colleague mortgage (conditions apply)
6. Salary sacrifice scheme for hybrid & electric car
7. A commitment to training and development
8. Private medical insurance for all our colleagues
9. 3 paid volunteering days per annum
10. Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
11. We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

Key Responsibilities:

1. Customer Experience and Proposition Development – using quality assurance insights to refine and develop the Mortgage Advice proposition, exploring opportunities to improve and create a seamless customer journey.
2. Quality Assurance and Insight – oversee high volumes of customer interactions, including Mortgage Advice, non-advised appointments and DIP calls.
3. Leadership and Team Development – develop a team of Quality Consultants, setting clear expectations for quality standards and support the team to consistently deliver high performance, and providing feedback through quality checks on their work.
4. Performance and Development – identify personal and team-level strengths and development opportunities, supporting tailored plans to enhance skills and knowledge.
5. Stakeholder Engagement – you’ll be collaborating with key teams including Compliance, Customer Outcomes, and the Homes Advice Leadership team, to influence decision making and embed quality improvements, whilst also fostering strong external stakeholder relationships, to gain insight into industry best practice and bring back to the business.

What Do We Need From You?

Knowledge and experience:

1. Quality Assurance, Mortgage Advice, or a related field within Financial Services.
2. Strong knowledge of Mortgage Advice processes, compliance requirements, and customer expectations.
3. Leading teams and driving performance improvements through collaboration and accountability.

Skills:

1. A deep passion for delivering exceptional customer experiences and outcomes, promoting a culture of customer obsession.
2. Ability to inspire, develop, and lead a team, fostering accountability and collaboration to achieve shared goals.
3. Skilled in analysing data, identifying trends and patterns, and presenting insights that influence decision-making and enhance customer outcomes.
4. Comfortable providing challenge and honest feedback to colleagues and stakeholders.