Compliance Monitoring Officer

• Job Type: Full-time
• Location: Ipswich Central
• Salary: £25,000 to £30,000

We are seeking a Quality Monitoring Officer to join our Business Support and Operations Department. This role is pivotal in delivering independent, objective, and consistent measurement of quality standards. You will be investigating internally identified errors and potential errors that could have financial or reputational implications. Upholding and enforcing quality standards, ensuring compliance with the FCA’s Consumer Duty, and securing good customer outcomes are at the heart of this position.

• Conduct thorough and independent quality assessments to measure adherence to set standards.
• Investigate errors and potential errors with financial or reputational implications.
• Review and provide oversight of customer accounts to ensure correct outcomes.
• Uphold and enforce quality standards as defined by the business and its clients.
• Ensure the FCA’s Consumer Duty and good customer outcomes are the overriding consideration across the business.
• Foster a culture of continuous improvement and deliver excellent service.

• Excellent communication skills – both written and verbal, across all levels of the business and with client contacts.
• Strong analytical thinking, investigative skills, and problem-solving abilities.
• Keen attention to detail with the ability to present clear and accurate data.
• Considered and reasoned decision-making based on facts.
• Flexible and adaptable in attitude and approach.
• Ability to build rapport and maintain strong working relationships.
• Effective team member qualities – cooperative, mentoring, counselling, and supportive.
• Ownership of tasks and seeing them through to completion.
• Competent in MS Excel, including formulae, pivot tables, and data analysis for MI purposes.
• Background in financial services or insurance is advantageous.

• 25 days annual leave.
• Life assurance x2 salary.
• Pension scheme with company matching contribution up to 5%.
• Employee Assistance Programme.
• Recognition Scheme and on-site Counsellor.
• Sports & Social Committee and Free fruit Wednesdays.
• Private, locked Bike store and free beverages.

To apply for the Quality Monitoring Officer position, please submit your CV.

This role is ideal for someone with a background in financial services or insurance looking to transition into call/quality monitoring.