Customer Outcomes, Advice Quality Assessor

🔥 12 hours ago

🇬🇧 United Kingdom – Remote

💵 £35k - £40k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👻 Ghost score 0%

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RVU

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛡️ Insurance

📦 Logistics

💼 Consulting

Insurance • Logistics • Consulting

RVU is a company that empowers consumers in the UK to make informed financial decisions by providing a comparison platform for various services such as insurance, broadband, mobile, and energy. Through its brands like Uswitch and Confused. com, RVU enables customers to find the best deals based not only on financial savings but also on customer service and environmental considerations. The company operates within the home services and financial services sectors, aiming to enhance customer experiences and drive better outcomes in everyday financial transactions.

📋 Description

• Assess mortgage advice against internal standards, the FCA Consumer Duty and Conduct Rules, meeting T&C Scheme sampling requirements • Listen to calls as part of every assessment • Complete agreed monthly assessment volumes to required quality and turnaround standards • Flag risks early • Record outcomes with specific, evidence-based feedback for Mortgage Experts and Sales Managers • Apply scoring criteria consistently and explain reasoning in calibration and appeals • Escalate compliance risks, identify root causes and highlight checks suitable for automation • Assessor role: review Smartsearch referrals, determine additional verification checks and escalate PEP or sanctions matches to Risk & Compliance • Senior role: line manage four QA assessors, set objectives and track team output • Senior role: assess approximately 70% of the time, including complex and high-risk cases • Senior role: lead calibration, coach assessors and conduct “check the checker” assessments • Senior role: manage the appeals process • Senior role: produce monthly MI, analyse failure trends and recommend action • Senior role: set the risk-based case selection approach • Senior role: support T&C oversight and maintain Adviser Competence framework and RAG status records • Senior role: represent QA with Operations, Sales and Risk & Compliance and help shape tooling, process and the T&C Scheme

🎯 Requirements

• CeMAP 1, 2 & 3 or equivalent • Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under the T&C Scheme • Customer Outcomes & Advice Quality Assessor: minimum 2 years’ experience as a QA assessor in financial services, ideally in mortgage advice, with a track record of meeting volume and quality expectations • Senior Customer Outcomes & Advice Quality Assessor: 3+ years as a QA assessor or QA lead in UK mortgage advice, or equivalent experience gained at Mojo; must include line managing a team, leading calibration, handling appeals and coaching others • Sound knowledge of FCA mortgage advice requirements • Exceptional attention to detail and accuracy under pressure • Experience of, or appetite to learn, AI and automated tools, with judgement to test their outputs • Comfortable with change • Intermediate proficiency in Google Sheets, Docs and Slides • Senior role: expert FCA knowledge, including T&C, high-risk cases, vulnerable customers and conduct breach investigations • Senior role: strong analytical skills and credibility to influence stakeholders at all levels of seniority

🏖️ Benefits

• Remote working • Basic Salary of up to £40k • Work from anywhere in the world for up to 22 days per year • 25 days holiday plus bank holidays (up to 28 days with length of service) • Pension via Aviva (Pension match up to 5%) • Sick pay and sick pay insurance • Wellness programme from Able Futures • Critical Illness cover & Subsidised private medical insurance • Death in service Policy • Enhanced Maternity, primary adoption & Enhanced paternity & secondary adoption pay • Compassionate leave • Long service awards up to £5000 • Flexible hours contract

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