Business Standards Analyst - Quality Contact

Skipton, The Bailey, BD23 1AP

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Depending on skills & Experience

19th Jan 2018

Apply on or before this date

Fixed Term - Full Time

35 hours per week Mon - Fri 9am - 5pm



Job Introduction

An exciting opportunity has arisen within the Business Standards Quality Contact Team, to contribute to the completion of Client Contact. The Business Standards Unit is responsible for ensuring the accuracy, quality and suitability of the advice provided to clients from over 110 Financial Planning Managers.

Main Responsibilities

The role involves contacting clients to ensure they are happy with the service received, to validate the information within the OSR and the client’s understanding of the service, associated charges etc and answer any queries they may have following advice.


To contact clients after receiving Financial Advice to ensure FCA & SFA Regulations have been adhered to and the client’s objectives have been met.

  • To undertake client contact as required by BSU and ensure client letters are issued following contact
  • Maintain competency in all call types
  • Feedback to the Quality Contact Supervisor regarding call findings, trends and structure of the calls made.
  • To identify potential issues where clients express concern at information recorded within the OSR and feedback to BSU management to allow further investigation/action to be taken to avoid client detriment
  • To ensure accurate records of all calls are maintained to allow MI to be produced and feedback provided
  • To liaise with other departments regarding client queries to ensure a positive client experience

Prepare reports for Distribution any cases that require further follow up to ensure a positive customer outcome

  • Follow up any calls where FPM feedback is required by reporting to distribution
  • Prepare referrals for any cases that require follow up to a panel of TDSs
  • Where required  liaise with TDS after further contact to assist in any rework needed  to ensure issues resolved without client detriment

To undertake training where required and develop and maintain and appropriate level of job specific knowledge

  • To understand BSU advice standards and keep up to date with BSU guidance and completion notes
  • Ensure industry and regulatory updates provided by the Client Contact Quality Supervisor are read and understood
  • Attend internal and external third party training sessions, as directed by the Quality Assurance Officer, to develop and maintain an appropriate level of job specific knowledge

Ensure CPD record is up to date and accurate, read and understand internal guidance and completion notes issued.

Ideal Candidate

The successful candidate will ideally have the following competencies:  


- Excellent communication skills, particularly on the telephone

- Experience within a customer focused environment  

- Highly numerate, following training within the role you will be required to employ skills to verify complex    calculations and rationale for advice

- Attention to detail  

- Competent in the use of computer and Information Technology 

- Effective administrative and organisational Skills  


Although not compulsory, the successful candidate will be supported & encouraged to study towards the Diploma in Financial Planning.

This would be an excellent grounding for someone hoping to pursue a career within financial services as the successful candidate will receive training to help ensure they can analyse financial advice and will be working in an environment which will ensure a good understanding of advice issues is achieved.

About the Society

At Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do.

The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers

Package Description

In return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

  • Group Personal Pension Plan
  • Life Cover
  • 25 days’ holiday, plus one day for each year you’re with us, up to a maximum of 30 days (pro rata when working on a reduced hours basis)
  • SBS offer a range of preferential employee savings & insurance products
  • Paid course fees to study for a professional qualification (where relevant to the role)
  • Childcare vouchers
  • Head Office onsite shop and internet cafe
  • An opportunity to join Simply Health Cash Plan – offering twenty annual benefits including dental care, optical care and physiotherapy
  • Option to donate to charity direct through Payroll Giving
  • Online employee benefits scheme offering discounts with hundreds of high street and online retailers
  • Eye Tests
  • Car Allowance – if applicable to role
  • More senior roles also offer access to group income protection and private medical care

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