Job Title: Quality and Compliance Officer
Location: Kirkham
Contract Terms: Full Time
Entitlement: 25 days holiday, plus Bank Holidays

Working as part of the quality assurance function, within the compliance team, responsible for ensuring we are compliant with energy supplier regulations and internal sale requirements. To validate, drive and maintain a compliant and high-quality output.


REPORTING RELATIONSHIPS

Reports To: Quality Assurance Team Manager

Director: Quality Assurance & Administration


ACCOUNTABILITIES

  • Demonstrating strong teamworking skills. Working to the team rota, helping and assisting other team members when required, to ensure the smooth operation of the department.
  • Driving a highly compliant culture all of the time. Ensuring a compliant and quality output is delivered to the supplier, adhering to the internal and external TPI policies and procedures in place.
  • Excellent communication and interpersonal skills, supporting the sale and administration teams with complex queries and educating them about the importance of remaining compliant with the suppliers.
  • Thorough validation of the LOA’s and contract’s prior to submission, following the validation check list guidelines and updating the CRM system with the relevant status i.e. successfully validated or unsuccessfully validated. Responsible for maintaining high levels of data integrity and data enrichment within the CRM system.
  • Strong team working skills, collaborating with other departments to create a culture of compliance, collectively aiming for the highest quality supplier audit results. Monitoring agents by completing x2 score cards per agent per week, to ensure they are working compliantly and adhering to the best practice guidelines.
  • Demonstrating excellent customer service skills. Confident in dealing with inbound customer queries and complaints, remembering the importance of data protection. Ensuring all queries and complaints are logged in CRM Cases Module with an organised, thorough and satisfactory resolution.
  • Ad hoc reporting and projects as required.
  • Read and comply with the company Health & Safety Policy; taking reasonable care for the Health & Safety of themselves and others, co-operate with managers and other employees in fulfilling our objective and statutory duties.

KEY WORKING RELATIONSHIPS

Internal:

Director: Quality Assurance & Administration
Quality Assurance Team Manager
Quality Assurance Team
Director of Sales
HR
Operations

External:

Suppliers
Customers
Complaints resolution (Ombudsman requests etc)


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