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Quality Assurance, Platform Written Enquiries

  • Job reference DST/TP/57366/11493
  • Job type Full Time
  • Sector Administration and Operations, Wealth Management/Investment Platforms
  • Location Chelmsford
This vacancy has now expired.

The role of a Written Enquiries team is to investigate, resolve and provide a bespoke response to partners, client's and IFA's, by telephone, email or written communication regarding our Unit Trust and ISA products.

The team work closely with most business areas within WMI, including Platform Dealing, CRM and Finance Teams, meaning we have strict deadlines to ensure SLA's are met. The team act as a hub for all business areas, utilising a specialised matrix to assist each business area in providing a consistent, professional service to the client.

You will be responsible for reviewing, assessing and analysing the quality of vetting , letters & email MI.

  • Closing date - 27th May 2019
  • Grade - Senior Technical Associate (H/P2)

Main Responsibilities

  • Provide valuable and constructive feedback to individuals and their line managers and identify areas for improvement in the following areas:
    • Vetting
    • Letters
    • Complaints, breaches and registration errors
    • Associate MI
  • Provide coaching to existing staff, addressing any areas of concern and supporting continuous improvement
  • Analyse quality results to identify trends and wider business risks
  • Provide support and advice to associates and managers to continually support development of staff
  • Support people development by identifying areas for improvement
  • Support continuous improvement by identifying better processes and procedures
  • Responsibility for ensuring adherence to regulatory requirements and TCF principles
  • The provision of internal Management Information, statistics and key findings
  • Responsibility for meeting our contractual obligations to our clients in relation to Quality Assurance
  • To carry out any other duties which are within the employee's skills and abilities whenever

Ideal Candidate

  • Strong written and interpersonal skills
  • Excellent analytical skills
  • Good personal organisational skills
  • Experience of working within the Financial Services Industry
  • Excellent Communication skills
  • Intermediary knowledge of EXCEL and WORD


  • Reference salary based on experience
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 9% pension scheme - (6% non-contributory & 3% self contribution)
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
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