Quality Assurance and Training Executive
About The Lettings Hub
The Lettings Hub are a prop-tech company who provide technology driven products and services to manage lettings. We work with a national network of letting agents and provide a range of services to help our clients with the move-in process. This includes completing the necessary checks on potential tenants before they move into a landlord’s property, as well as a range of additional property insurance products and services to support the letting agent, tenant and the landlord.
Job Description
The Quality Assurance & Training Executive plays a key role in ensuring our customers receive consistently high standards of service whilst supporting the business in meeting its regulatory and operational requirements.
The role is responsible for monitoring the quality of customer interactions and business processes through structured quality assurance reviews, identifying trends, coaching opportunities and areas for improvement. Alongside quality assurance, the role is responsible for delivering induction training, refresher training and ongoing coaching to support colleague development and maintain competence across the business.
Working closely with managers across Operations, Sales, Customer Relations and other business functions, you will help drive continuous improvement by providing meaningful feedback, delivering engaging training and supporting improvements to customer outcomes, regulatory compliance and operational performance.
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Key Responsibilities
- Conduct quality assurance reviews across all agreed business processes in accordance with the Quality Assurance Framework.
- Provide constructive and objective feedback to colleagues and managers following QA reviews.
- Produce accurate QA reports identifying trends, recurring issues and opportunities for improvement.
- Identify training needs through quality assurance results, complaints, customer feedback and business performance.
- Deliver engaging induction training for new starters across relevant business functions.
- Deliver refresher training, workshops and coaching sessions to improve knowledge, customer service and regulatory understanding.
- Maintain and update training materials, guides and supporting documentation to reflect business and regulatory changes.
- Support the ongoing Training & Competency framework, ensuring colleagues maintain the required levels of competence.
- Assist in monitoring completion of mandatory training and Continuous Professional Development (CPD) where applicable.
- Conduct root cause analysis for customer complaints, identifying the underlying causes, trends and opportunities for process improvement.
- Prepare and issue complaint responses to customers, ensuring they are clear, fair, accurate, compliant and delivered within regulatory timescales.
- Assist with Data Subject Access Requests and other customer information requests where appropriate.
- Work collaboratively with Operational Managers, Risk & Compliance and other stakeholders to support process improvements.
- Escalate any significant quality, conduct or compliance concerns identified through QA activities.
- Promote a culture of continuous improvement, learning and customer excellence across the business.
- Ensure all activities are completed in accordance with internal policies, FCA requirements, Data Protection legislation and company procedures.
- Undertake any other reasonable duties appropriate to the role.
About You
What makes you stand out
- You are passionate about delivering excellent customer outcomes and continually improving quality.
- You enjoy helping others develop through coaching, mentoring and training.
- You have excellent attention to detail and enjoy analysing information to identify trends.
- You are confident providing constructive feedback in a supportive and professional manner.
- You enjoy building relationships across the business and influencing positive change.
- You thrive in a fast-paced environment where no two days are the same.
Skills & Experience
- Previous experience within a Quality Assurance, Training, Coaching or Customer Service role.
- Experience of delivering structured feedback and coaching.
- Experience of designing or delivering training would be advantageous.
- Strong understanding of customer service standards and quality monitoring.
- Knowledge of FCA regulated environments or regulated industries is desirable.
- Excellent written and verbal communication skills.
- Strong organisational and time management skills with the ability to prioritise competing workloads.
- Good knowledge of Microsoft Office applications.
Personal Attributes
- Excellent attention to detail and accuracy.
- Professional, approachable and supportive.
- Strong interpersonal and communication skills.
- Confident presenting to groups and facilitating training sessions.
- Analytical with the ability to identify root causes and trends.
- Positive and proactive with a continuous improvement mindset.
- Able to work independently whilst contributing effectively within a team.
- Flexible and adaptable to changing business priorities.
- Highly organised and able to manage multiple workstreams simultaneously.
- Committed to delivering outstanding customer outcomes.
About the Team
As a Prop-Tech business, we are always looking to the future. What can we be doing next to ensure Letting Agents jobs are made quicker and easier, tenants have a smoother journey and landlords have piece of mind? So, although we have over 100+ years of industry experience across the team, we are not stuck in the past.
The only way to achieve this is having great people, but also a great environment at work. This is why we prioritise wellbeing and culture and ensure all of our colleagues have the space to share ideas and grow with the business. We have quarterly awards to celebrate together as a whole team and a free snack station for those afternoons only chocolate will help!! If you think this is the type of environment you would thrive in, make sure to apply
Job Types: Full-time, Permanent / Part-Time
Salary: £ negotiable, dependent on experience
Expected hours: 40 Hours per week (Full Time) / 28 Hours per week (Part-Time)
Benefits:
- Additional leave
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Referral programme
- Work from home
Schedule: Monday to Friday
Work authorisation: United Kingdom (required)
Ability to Commute: Peterborough, PE2 6LR (required)