Quality & Compliance Manager (job ref : WS-28.04.15)

“The Quality & Compliance Manager will be in hand to help maximise the opportunities to the business, and to ensure that quality and compliance is maintained at all times. You will also take responsibility for customer complaints and ensuring they are responded to as per regulator.”

Waterloo Solutions Ltd is a leading direct marketing services provider that uses data and analytics to help leading brands acquire, engage and retain new customers. Waterloo Solutions Ltd has built a powerful suite of products that encompasses all direct marketing channels, including lead generation, landline telephone, mobile, email, postal, SMS and social media.

They are now looking for a Quality & Compliance Manager who will be doing general audits across the whole business to ensure compliance and quality and to maximise the companies potential. Keeping compliance records up to date for the business as a whole. You will be reporting to Operations Manager.

Your Primary Duties and Responsibilities:

  • Help to achieve key departmental targets, and maximise the performance of team, team members and campaigns.
  • Ensure processes, policies and procedures are adhered to maximising opportunities and profit in compliance with current legislation/regulation/guidelines
  • Make improvements to current processes measuring for success and failure to ensure that improvements remain cost effective and at the same time maximise customer satisfaction and conversions
  • Ensure products and services offered to customers are aligned to their identified needs
  • Ensure and verify that customers are provided with clear information and kept appropriately informed
  • Ensure that all complaints are recorded and responded to as per regulators standards
  • Quality audits across the business
  • Maintaining the compliance registers and queries on compliance
  • Improve Team Member capabilities through feedback
  • Record, resolve or escalate customer and team member concerns and complaints in order to maintain customer satisfaction, compliance standards and minimize cancellations
  • Focus on compliance and customer centricity in the delivery of all feedback
  • Provide support, mentoring and advice to  team members to generate and maintain enthusiasm, morale and motivation
  • Plan and prioritise to ensure standardisation of all forms used across all departments.
  • Produce Management Information to deliver to Board
  • The above list of duties is not exhaustive and is subject to change.  The post holder may be required to undertake others duties within the scope and grading of the job role

Knowledge & Experience

  • Proven sales record to set, satisfy and exceed departmental targets
  • Knowledge of telemarketing processes and products essential
  • Strong IT skills – minimum Microsoft Office
  • Knowledge of Team Members operations and procedures across the whole business
  • Experience of team management and consistent delivery of targets
  • Knowledge of complaint procedures across the industry
  • Knowledge of Team Members operations and procedures across the whole business
  • Overall knowledge on industry regulations
  • Be consistent in approach to team and in appearance and profile within team
  • High understanding of PPI claims process


  • Excellent communication skills, verbal, non-verbal and written
  • Proven customer service skills
  • Strong organisational skills
  • Ability to relate to others and build effective working relationships
  • Drives for results
  • Customer focused
  • Quality oriented


  • Monthly Departmental targets achieved
  • Successful audits and sales call standards achieved
  • SOPS /Process maps/and ORG chart kept updated
  • Accurate and up to date data entries on Uclaim system
  • Compliance Standards Achieved
  • Level of customer complaint management
  • the management team
  • Attending Board Meetings as required


• Industry qualifications desirable but not essential

Your hours of work will be Mon – Fri 09:00am to 05:30pm including a 1 in 4 Saturdays.

Salary is £27,500 - £32,500 per annum.

Interested with this role? Please send your updated cv to belinda@recruitment-boutique.com

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