We’re hiring for a Customer Experience & Quality Manager — a fantastic opportunity for someone driven to raise the bar on customer standards, service quality, and compliance within a growing banking business. You’ll take the lead in shaping a responsible, customer-centric journey that supports both performance and long-term growth.

In this pivotal role, you’ll drive excellence across sales, service delivery, complaints handling, and regulatory compliance. You’ll manage the complaints process, oversee social media engagement, monitor KPIs, and embed a consistent quality assurance framework.

Working closely with senior leadership, you’ll play a key role in shaping customer outcomes, influencing internal culture, and helping the business grow in the right way.

KEY RESPONSIBILITIES:

• Managing the customer complaints and quality assurance teams
• Overseeing customer interactions across social media platforms
• Ensuring regulatory compliance in all areas of service delivery
• Driving performance monitoring and continuous improvement across all customer touchpoints
• Leading root cause analysis and feedback loops to support service enhancements
• Acting as the voice of the customer within the wider business

QUALIFICATIONS AND EXPERIENCE:

• 2-3 years of experience in a regulated environment, ideally within Financial Services
• Risk Management experience
• In-depth knowledge of complaint and dispute resolution in line with regulatory frameworks and Channel Island Financial Ombudsman
• Experience in designing and implementing complaint policies and procedures

SKILLS AND ATTRIBUTES:

• Excellent communication skills and a collaborative mindset
• Must be Entitled or Entitled to work in Jersey