Customer Outcome Audit Officer

My client is currently looking to recruit an experienced Customer Outcome Audit Officer for their Manchester City Centre based office. Experience within a similar level of role or environment is preferred, in particular a collections/litigation environment.  The firm offer competitive salaries and an excellent benefits package including contributory pension scheme, critical illness cover, health cash plan, death in service, discounted legal services, 25 days hols (this increases with length of service), discounted online shopping, season ticket loans and childcare vouchers.

 

The key task of the Customer Outcome Audit Officer is to undertake independent compliance monitoring of business activities and customer interactions in accordance with the Compliance Monitoring Plan.

 

The role will heavily focus on financial related activity and transactions that have been invoiced.

 

The audit officers are responsible for:-

• Quality checking and approval of invoices that have been raised, providing feedback on any errors that have occurred in the calculation of the invoice.
• Working closely with finance to correct accounts that are subject to housekeeping issues and remedy as required. Compile data on this aspect to identify trends and instigate corrective actions as appropriate to prevent future occurrence.
• Conduct monitoring and customer outcome testing/reviews of calls from across the business and ensure full compliance to agreed scorecards by providing appropriate feedback and highlighting any training needs to operational teams
• Conduct customer journey reviews assessing the impact of business activity from the customers perspective
• Conduct accurate file checking of work and escalation of issues relating to non-compliant work
• Monitor and record all quality assessments effectively using quality management software
• Engage proactively with business stakeholders to influence timely and effective remedial action in response to the outcome of compliance monitoring activity
• Provide good and balanced feedback and recommendations for change to the Compliance Monitoring Manager
• Encourage a positive compliant culture within the business through effective communications (verbal and written) with business stakeholders
• Maintain the quality management software as required
• Provide assistance to other colleagues within the department as and when required.
• Treat all customers fairly, professionally and act within legislation, compliance and codes of practice
• In addition to the above, the Customer Outcome Audit Officer may be required to carry out any other reasonable request as required