The Embark Group journey began in 2013 and we have grown to become one of the UK's largest retirement savings providers. Our capabilities span all types of pension, platform, investment research and consulting, property investment administration, employee benefits and actuarial services.
We have a strong track record of applying the very latest technology to our businesses, alongside smart capital and even smarter people to help each of our businesses grow.
What your day may look like
As the Quality Assurance Officer you will be responsible for assessing the quality and performance of our contact teams who deal with our existing and potential customers.
You will monitor inbound and outbound calls and email responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company and regulated policies and procedures.
Furthermore, you will assist with developing, creating and implementing contact center quality processes and procedures; ensuring that the appropriate levels of sign off are achieved as well as making recommendation for enhancements to training materials as required to enhance overall customer experience. The primary ethos of this role is to ensure that the highest level of service is provided and measured for our valued customers.
How will you make an impact
This role is complex, you will work closely with management teams to drive the quality agenda within customer service by ensuring quality underpins the key performance indicators and service level agreements.
You will be coaching and developing a team of multi skilled advisors, supporting a wide range of customers, processes, and enquiries to deliver an industry leading service. You’ll therefore need to be a curious and a resilient self-starter who will relish the challenge to help drive improvements to the customer experience ensuring the customer is at the heart of everything you do.
In return, we can offer a permanent contract, core hours 9-5, Mon-Fri, with the tools, training, and support required to succeed. Agile working is also important to us, we want to enable our people to work in the most effective way whilst ensuring they have a rewarding career coupled with a healthy work/life balance.
You’ll be joining a vibrant, dynamic working culture and be a part of a unique network of like-minded colleagues. So, if you are a person who loves technology, want to connect with our customers and solve problems every day, Embark Group is the place for you.
Who you are and the experience we’re looking for
- Previous experience gained within a contact centre environment
- Excellent planning and organisational skills with a high level of attention to detail
- Passion for delivering exemplary customer care
- Professional and clear communicator with the ability to build strong relationships
- Able to accurately record, gather and collate clear evidence-based information and translate in to valuable feedback
- Accustomed to working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results.
What makes you stand out
Experience in Financial Services is not necessary but would be an advantage. You may come from a contact centre background with supervisor experience where you have monitored individuals work and call quality to help them to develop.
What's in it for you
We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan, life assurance and flexible benefit scheme to allow you to select benefits that are most appropriate for your lifestyle and personal circumstances.
- Competitive annual salary
- 25 days annual leave plus 8 bank holidays
- Birthday leave
- Enhanced Family Leave Policy - 6 months’ full pay followed by 6 months at 25% pay for both maternity and adoption leave, and 4 weeks’ full pay for paternity leave
- Contributory pension scheme, 5% employer contributions
- Life Assurance x4
- Critical Illness cover
- Remote GP
- Annual company and performance-based bonus
- Opportunity to buy or sell leave
- Study support
- Embark Group employee discounts
Where will you be working
Our newly refurbished office, right in the heart of Dundee is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Our Dundee HQ will support the community in more ways than one - by creating a wealth of new career opportunities and sponsoring a fleet of 400 rentable e-bikes, which you may have noticed docked throughout the City. A short walk from Dundee Station on the south of Union Street, it will be a key location for the Embark Group business that will deepen our ties with the city and its communities.
Embark Group is a growing, vibrant and exciting place to work, we have many social and wellbeing initiatives which ensures we keep our sense of community alive even during challenging times. Our culture is described by our employee’s as one that communicates, listens and involves its people at every level.
We enable our people to work with a positive joint purpose and go the extra mile. We know each other, share information and stay connected. Our people are proud to be part of a culture where we do the right thing by everyone who we are connected with. Our DNA is what makes the Embark Group a great place to work
Embark Group is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.