Hours:35 hours per week, flexible and hybrid working considered with a minimum of 2 days per week based from our Head Office in Skipton.Salary:£41,000 Per AnnumClosing Date:Tue, 22 Oct 2024We’ve an opportunity for an individual to join as a Quality Assurance and Governance Senior Specialist to own the Customer Communications QA Framework and conduct quality assurance for operational mailings.If you’ve an eye for detail, a curious nature and a confident communicator that’s committed to driving continuous improvement, then this may be the role for you!The salary for this role is up to £41,000 per annum dependent on skills and experience. 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 bet
ter future.You will be joining the Operational Customer Communications Team, consisting of copywriters and developers of the Society’s Operational mailings. We work closely with numerous teams as we’re a cross functioning team across Homes & Money. Our core role is to edit & create Operational communications across the Society’s different customer journeys. 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;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric carA commitment to training and developmentPrivate medical insurance for all our colleagues3 paid volunteering days per annumDiverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membershipWhat Will You Be Doing?Creating and maintaining a review framework, with periodic reviews of all Operational Communication guides and process maps, mailing journey controls, processes, and procedures within the mailing request journeySharing feedback and departmental actions with the relevant teams and stakeholdersKee
ping record of all training material required for new starters, ensuring relevant and up to dateOwning and maintain the Customer Communications databaseSupporting the leader to drive improvements throughout the Society’s end to end customer journeys, to reduce failures, including reconciliation of mailingsLiaising with colleagues for Audit and Compliance reviewsRepresenting Operations in the Monthly Mailing Forum with FA, Marketing and Paragon where best practice, issues and controls are discussedWhat Do We Need From You?We’re looking for someone who is organised, thorough and confident with numbers, technology, and detailed processes, who can analyse and interpret information with accuracyAdaptability is key, with the aptitude to manage and promote change in areas impacting customer journeyThe ideal candidate will have experience in:Identifying poor controls and governanceUsing and generating MIIdentifying process changes and sharing findings with relevant change areasProviding appropriate challenge and feedback across all levels
