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Customer Quality and Remediation Manager

Flagstone

Flagstone

Marketing & Communications, Customer Service, Quality Assurance
London, UK
Posted on Thursday, February 8, 2024
What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It's our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That's why we're building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let's talk about you.

Does this sound like you?

A diligent and influential leader with a proven track record in leading high performing front-line customer onboarding and QA operations teams. Your customer-centric approach inspires a culture of excellence and collaboration to deliver exceptional experiences across every touchpoint. You're detail and data orientated with a proficiency in identifying best practices and recommending operational improvements to appropriately deepen the quality of relationship with customers and protecting the business. But also someone who's excited at the opportunity to forge a new way to save.

What you'll do:

As a Customer Quality and Remediation Manager, you'll be responsible for the oversight of two distinct teams, as well as setting the strategy and action plans that establish a scalable framework and methodology that continually stress tests the service delivered by Flagstone to its customers as they interact with the Customer Experience Centre. You'll also be responsible for a customer account data remediation, bank audit data production, periodic reviews and the continuous maintenance of account level information held by Flagstone.

What you'll bring:

  • Proven track record as a manager within Fintech/regulated organisations, demonstrating a hands-on management approach with the ability to engage, inspire and influence customer facing teams and managers for a period exceeding 5 years.
  • 3+ years' experience of QA functions in first line operations as well as new customer onboarding, KYC, and AML processes/policies.
  • Proven Capability to identify best practices and operationalise them for customers and the business.
  • Experienced in operating in an agile and fast paced environment.
  • Customer centric and outcome focussed with an ability to influence senior stakeholders across the business.
  • Exceptional communication skills, proficient in amplifying customer quality values throughout the organisation.
  • Demonstrate an understanding of risk management practices and processes, financial regulations and how these apply to Flagstone.

How we reward you:

At Flagstone, the benefits extend beyond false gifts like "fruit and snacks". Instead, we invest in your health, wealth, and professional development. Here's a selection of our benefits:

  • Private healthcare
  • Life insurance (four times your annual salary)
  • Dental/optical care
  • Matched pension contributions (5%)
  • Income protection
  • Around the World in 90 days (remote working)
  • £1,000 annual learning bursary
  • 25 days holiday (plus bank holidays)
  • Remote working kit
  • Employee share scheme
  • Additional 3 days community and charity leave each year
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Gym discount

All are welcome.

At Flagstone, we're assembling a diverse team that defies our industry's norms. Think this role could suit you? We encourage you to apply, no matter your background.