Senior Client Quality Contact Consultant

An exciting opportunity has arisen for an experienced Senior Client Quality Contact Consultant professional to join a growing team focused on ensuring customers receive fair, positive, and consistent outcomes. You’ll be at the heart of identifying trends, improving processes, supporting key stakeholders, and helping drive continuous improvement across the customer journey. Responsibilities include:

• Reviewing customer interactions and outcomes to identify opportunities for enhancement
• Working closely with advisers and external partners to maintain high service standards
• Investigating emerging risks and escalating concerns where required
• Delivering guidance and training to support quality and regulatory expectations
• Producing meaningful insight and reporting to support business improvements
• Building strong relationships across multiple teams to drive positive change

 Requirements:

• Financial Services experience (ideally Wealth Management) Experience in Quality Assurance, Complaints, Business Assurance, Compliance Monitoring, or similar areas
• Understanding of FCA regulations and customer outcome principles
• Strong communication and stakeholder management skills Level 4 Diploma (or working towards it) advantageous

 In return, you’ll join a collaborative environment where your work directly contributes to improving customer experiences, strengthening controls, and influencing business-wide decisions. If you’d like to learn more, please get in touch for a confidential discussion….