Quality Controls Officer

The Role Shawbrook is a specialist UK lending and savings bank founded in 2011 to serve the needs of SMEs and individuals in the UK with a range of lending and savings products. We differentiate ourselves by concentrating on markets where our specialist knowledge and personalised approach to underwriting offer us a competitive advantage. This supports attractive stable returns and sustainable growth and benefits businesses and consumers in parts of the market which continue to be poorly served by traditional high street banks. Fundamental to our success is a relationship focus which puts the interests of our customers and business partners at the heart of everything we do, built on a culture which stresses the use of our experience and judgement to make decisions that balance risk, return and customer need. This role is to provide comfort that the bank’s Consumer division policies and procedures are operating effectively using a combination of quality assurance, MI reporting and where defects are found making sure corrective action is taken. The role also includes answering customer GDPR requests Responsibilites Collation of information for all customer requests in line with the GDPR, DPA and ICO guidance Ensure all information required for requests is present and accurate for uploading or direct distribution to our customers Ownership of all areas of receipt of customer requests within the Consumer business Respond to second line providing a timeline of events for ICO complaints and actioning requests from the ICO Producing reports and information summaries and regular reporting on customer request status Undertake quality control / quality assurance reviews (QC/QA) regularly and feedback in a professional manner to stakeholders Identify opportunities to automate control and QC/QA reporting and where defects are found ensure corrective action is taken Ability to communicate with customers and 3rd party suppliers Develop a good understanding of the current group and consumer policies and procedures Provide support in improving and aligning these policies and procedures Support a continuous improvement culture by promoting the identification of opportunities to improve/re-engineer Bank processes The Person Experience of working in a financial services environment Experience in quality checking / quality assurance of risk policies (or similar) Ideally experience in GDPR customer request handling Strong data handling skills Proficient with MS Office applications, including word and powerpoint