Code

Senior Quality Controller

Location   

Brighton/Remote

Team    

Client Services

Contract type   

Full-time, Permanent

Salary   

£28,000 to £35,000

About you

  • This role is open to applicants from anywhere in the UK. All we need is for you to be able to work from home in a comfortable, private and distraction free environment.
  • The usual working hours are Monday - Friday, 09:00 - 17:30.
  • We need you to have a solid internet connection (a minimum of 10-12 Mbps upload speed).
  • We'll provide you with all the equipment you need to get set up before you start with us - so there's no need to supply your own.

About the role

This role is the guardian of the service and process standards being delivered by Crunch. It creates and maintains a library of audit processes and practices and regularly ‘lifts the operational bonnet’ to investigate adherence to our internal best practices, analyses and reports on actual practice versus best practice and recommends and monitors actions for improvement.

This role is also responsible for delivering an outstanding service experience to Crunch clients through back office audit and administrative activities. The role also needs to proactively support the Client Services & Operations Manager in motivating and managing the day to day workflow of a team of Quality Controllers. They and the team are responsible for providing the business with audits, analysis and feedback whilst assisting in managing the company audit requirements in a timely manner.

Role responsibilities:

Service Delivery

  • Conduct thorough auditing of processes, systems and data within our Customer Relationship Management (CRM) system tool, including detailed analysis and reporting of findings.
  • Instigate process refresher training and updates and engage with the relevant Team Manager/Deputy Team Manager, Senior Client Managers and Quality Coaches to deliver against the actions.
  • Assist the Client Services & Operations Manager with the audit function in completing agreed audits by set deadlines.
  • Produce reports when required, to include reporting at a senior level as necessary, and actively monitor completion of actions through to conclusion.
  • Support in the creation and implementation of processes, incorporating quality assurance best practices and regulatory requirements.
  • Manage the day-to-day relationship and communication with Crunch partners ensuring that any issues are managed through to complete resolution. Actively monitor their performance using accurate data and reports and coordinate the quarterly relationship meeting as well as any refresher training required within the Client Services and Sales Advisor teams.
  • Maintain, review and update the company wide audit schedule, workflow and process maps to ensure they are living documents.
  • Support the Service Operations team with completion of team administration related tasks as required.
  • Complete other ad-hoc duties to support the Client Services & Operations Manager with senior-level responsibilities wherever these may be needed.

Team Performance

  • Actively demonstrate and encourage outstanding teamwork across all teams and with senior colleagues or stakeholders.
  • Preparing for and conducting one-to-ones with Quality Controller(s)where required.
  • Support the Client Services & Operations Manager in conducting audit checks for the Operations Quality Controller Team.
  • Support the Administration Team Manager in conducting audit checks for the Service Operations Team.
  • Monitor and provide support to Team Managers with failed filings within the Crunch Software.
  • Maintain a detailed knowledge of Crunch processes, systems and products.
  • Represent the Team in the absence of the Client Services & Operations Manager where required.

Service Recovery

  • Take ownership and act quickly to recover the client’s perception of the Crunch service if something has gone wrong, ensuring that the agreed service recovery guidelines and processes are used and that all cases are logged and tracked to ensure lessons can be learned.
  • Be the first point of escalation for the Operations audit function. Coach, advise and educate to investigate where and why issues may arise and work with stakeholders to find a resolution.

Role specific qualifications and experience:

Essential:

  • Previous experience in a senior quality assurance or audit related role.
  • Intermediate level of knowledge and usage of a CRM system such as Salesforce.
  • Experience of coaching and mentoring others.
  • Experience of producing and maintaining informative but succinct reports and audits.
  • Intermediate to advanced spreadsheet proficiency (such as Microsoft Excel or Google Sheets).
  • Experience of using process mapping, audit procedures and operational standards.
  • Experience of working within a collaborative environment and cross departmental working.
  • Ability to adapt to the changing needs and requirements of HMRC, Companies House and other government or regulatory bodies as well as new product and process rollouts.

Desirable:

  • Previous experience of looking at processes with a ‘fresh pair of eyes’ and collaborating on new streamlining audit ideas.
  • Previous experience of managing one or more team members.

What you’ll get in return:

We’re very proud of our collaborative and inclusive working environment - you’ll be working as part of a fun and vibrant team, with a whole host of fantastic company benefits!

These include:

  • A competitive basic salary depending on experience (salary range of £28,000 to £35,000).
  • 33 days holiday a year (including bank holidays), which increases with length of service - plus an extra half day holiday on your birthday.
  • Long service awards.
  • Workplace pension scheme with Scottish Widows.
  • Private Medical Insurance with Bupa,
  • Life assurance (4 x salary) with Met Life after qualifying service period.
  • Company funded social events.
  • Lots of wellbeing events across the year; including in-house personal training sessions, yoga sessions and more.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

We believe that the key to our success is our people, we value the contributions and experiences of all who make up our community. Supported by our company policies and procedures, we will take every possible step to ensure that no person will suffer direct or indirect discrimination on the grounds of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, age, neurodiversity or disability status.

How to apply:

Please provide us with your up to date CV and cover letter.

Your cover letter should highlight why the role appeals to you, your key operational achievements in your previous roles, as well as showcase your relevant career experience including process management, customer service and coaching or managing others.

Applicants are required to have the right to live and work in the UK.

Job Types: Full-time, Permanent

Salary: £28,000.00-£35,000.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Private medical insurance
  • Referral programme
  • Sick pay
  • Wellness programmes
  • Work from home

Schedule:

  • Monday to Friday

Work authorisation:

  • United Kingdom (required)

Like what you see? Please get in touch! You can apply by sending your CV and a cover letter telling us a bit more about yourself to careers@crunch.co.uk

By submitting your CV for a role at Crunch, you confirm that you can provide proof of eligibility to work in the UK, and that you have read and agree to the provisions of our Recruitment Privacy Policy.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

Send your CV and covering letter to careers@crunch.co.uk

Apply now

“I started as a Client Manager eleven years ago, and Crunch keep on offering me new opportunities. I’d never have thought I’d be where I am now!”

Image of Helena Mann

Helena Mann

Head of Transformation and Product