To ensure the department reduces risk, maintains controls, meets all corporate governance requirements, maintains quality and treats all customers fairly. • Creating various reports for Senior Management including the Breach, Complaint and Quality Report• In-depth analysis of report finding, including any suggested actions and recommendations with relation to risk and quality improvement• Review and assess administration processes that carry significant risks to Customer Services• Review and assess calls taken by call handlers in the Commercial department, and provide feedback and coaching, suggesting areas for improvement• Review and assess the calls checked by the Quality Assurers and provide constructive feedback on all aspects of quality and competence and provide suggestions for improvements.• Carry out ad hoc sample checks as required by the business (e.g. supporting Process Excellence and Customer Experience teams)• Co-ordinate the consistent application of quality in Customer Services, to include ensuring quality guidelines are up to date and in line with current procedures and that calibration and trend sessions are arranged and carried out effectively• Test Customer Service’s controls by sample checking and produce the Customer Services Monthly Controls Summary, including root cause analysis of failures and actions. This includes proposing and documenting changes to current controls and creating new tests when appropriate

Monitoring quality across CS. Feeding back quality scores and highlighting focus areas. Continuous process improvement whilst mitigating risk.