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Are you passionate about improving customer outcomes and ensuring high standards across every part of the customer journey? We’re looking for an Outcome Testing & Quality Assurance Partner to join our team and play a key role in strengthening our quality, compliance, and customer-centric culture. As a senior Quality Assurance specialist, you will assess the end-to-end customer experience using our full QA framework. You’ll provide meaningful, actionable insight that helps drive better outcomes and ensures we meet our regulatory responsibilities -particularly in line with FCA expectations and the Consumer Duty. This is a high-impact role where you will lead quality assurance monitoring and outcome testing across core processes, helping our teams make informed decisions that support both customers and the business. About us At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution. Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success. What will your day-to-day look like? Quality Monitoring • Complete monitoring activity based on automated scorecard exceptions. Outcome Testing • Support regulatory outcome testing across customer interactions., • Support innovation and projects / trials to improve and integrate outcome testing into all core processes., • Assess whether outcomes are aligned with the FCA’s Consumer Duty., • Identify indicators of poor customer outcomes and work with stakeholders to understand root causes., • Complete full end to end customer life-cycle reviews., • Where client contracts require specific Outcome Testing to be completed, ensure this is done aligned with client expectations., • Where applicable work with third parties to validate automated outcome testing results. Quality Assurance Partner • Act as a quality partner to operational teams, providing expert advice on compliance risks, quality performance, and customer treatment., • Work closely with Training, Compliance, Operations, and Complaints to embed a strong quality and outcome-focused culture., • Support calibration and continuous improvement efforts across QA frameworks and evaluation models., • Using data from reviews, identify and report on any RCA, CI or change opportunities Reporting • Produce clear, structured feedback on findings, trends, and recommendations., • Provide assurance reporting for internal and external audit purposes., • Track actions and verify improvements from past QA or outcome testing reviews. Who are we looking for? Required skills & experience • Experience in quality assurance, compliance, or risk within a regulated contact centre - preferably in financial services or debt collection., • Experience in Outcome Testing, • Excellent report writing and stakeholder engagement skills; confident in presenting findings and influencing action, • Strong understanding of FCA regulations including Consumer Duty, TCF, CONC, and vulnerable customer principles., • Skilled in evaluating multi-channel interactions (calls, digital, written) and using QA or analytics tools., • Ability to interrogate data and narrative evidence to assess customer outcomes and business conduct. The Application Timeline • A first stage video call with the internal talent acquisition team (15-minute call) If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications. Why you should be EXCITED to apply... • £32,000-38,000 DOE + up to 20% of your annual salary, paid as a bonus., • This role is hybrid and based at our Blackpool office - conveniently located as the end of the M55., • 37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday., • The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation., • And many more benefits to support your wellbeing and professional development. We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status. If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email . PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.

A leading global financial services firm is seeking a Graduate Client Services Associate in London. The role involves providing administrative support for wealth management clients and being the primary contact for administrative procedures.

We are very pleased to be partnered with our very established and successful client as they seek to recruit a full time permanent Client Manager to join their team at their offices in the centre of East Grinstead. For more information regarding this new and exciting Client Manager opportunity, pleas

A prominent accountancy firm in Central Leicester is seeking a Senior Accountant / Client Manager to manage a portfolio of SME clients. This fully office-based position offers responsibilities in client management and team support, ensuring high standards of service.

A leading legal services provider in Greater London is seeking a self-motivated Client Account Manager. Responsibilities include building client relationships, identifying business opportunities, and developing strategies to exceed revenue targets.

A leading digital marketing firm is seeking a Senior Client Services Manager to drive client success in London.

A leading accountancy firm in Haywards Heath is looking for an Accountant Manager to manage a diverse SME client portfolio and provide high-quality accounting and advisory services.

The ideal candidate will possess Oracle Cloud experience, strong analytical skills, and the ability to manage client relationships effectively. A collaborative work environment allows for autonomy and client engagement, fostering a meaningful impact on Oracle investments. A leading Oracle solutions

As a Senior Client Services Manager at Epsilon, you will be the driving force behind client success, leading a diverse portfolio of high-profile brands. You’ll be at the forefront of shaping client strategies, demonstrating Epsilon’s advanced digital marketing and MarTech solutions to create mea

A leading insurance company is looking for a Client Service Manager in Real Estate to deliver exceptional client experiences and strategic solutions. This hybrid role involves providing technical advice, overseeing broking, adjusting service plans based on client feedback, and developing growth oppo

A creative events agency in the UK is seeking a Head of Client Services to lead key client relationships and manage complex event deliveries.

Our client, a major client in the financial services space, is looking for an experienced legal consultant to assist on a new Fund Finance contract role.

This role involves providing direct support to clients in Securities Services, particularly in areas such as Global Custody. A leading financial institution in the United Kingdom is seeking a Vice President for its Network Client Consulting team. Responsibilities include delivering market expertise,

A corporate services provider in the United Kingdom is looking for a Client Director or Senior Manager in Corporate Services. This leadership position involves managing a diverse portfolio of corporate clients and leading a team. Candidates should have a successful track record in client-facing role

Conducting meetings with prospective clients before handing them over to a client relationship manager. They are looking for Salespeople with a Financial Services background to come on board and boost their reach. Demonstrable sales skills in new business financial services.

As an Investment Middle Office Services Client Operations Vice President in Investment Middle Office Services Client Operations team, you will play a pivotal role in managing key client relationships and ensuring the seamless delivery of post-trade services. Join our Investment Middle Office Service

Lead and support implementation of new clients, services, and product lead initiatives to ensure seamless onboarding and integration. Minimum of 5 years’ experience in a client service leadership role within financial services industry (e. The individual will ensure client expectations are consist

The Strategic Initiatives and Transformation Office (SITO), Client Services, is responsible for driving strategic initiatives in support of the Client Services 2030 strategy. The role focuses on accelerating Client Services’ transformation into a best-in‑class Client Success organization to driv

As a Client Principal you’ll play an integral role in further expanding our client base and network to sustainably grow the Financial Services business across the UK. As an expert in technology business development in Financial Services, you’ll be able to sell to all types of work packages, from

A veterinary care provider in Greater London is seeking a Client Service Representative to support administrative and customer service tasks.

Preparing advice for clients and internal stakeholders on the latest tax technical issues, including delivering sessions with senior management at client /knowledge sharing events. Excellent communication skills – the candidate will be expected to be one of the points of contact on complex client

A leading financial services company in London is seeking a Senior Index Client Services Analyst to improve the client experience for major financial institutions. Candidates should have at least 2 years of experience in financial services, strong communication skills, and proficiency in Microsoft O

A leading legal firm in the United Kingdom is seeking an experienced Head of Private Client to lead their services. Candidates should have over 10 years of experience in Private Client work and possess strong leadership skills.

Manage all team members in our Client Services team. Training and development of client services teams. As Director of Client Services, you won’t just “manage a team.

Private Client Adviser, High Net Worth Adviser, HNW Insurance Adviser, Private Client Manager, Mid / High Net Worth Insurance Specialist, Personal Lines HNW Adviser, Affluent Client Adviser, Wealth Client Adviser, HNW Account Executive, Private Client Account Handler, Private Client Insurance Execut

You will be responsible for resolving client inquiries, supporting client advisors, and ensuring exceptional service delivery. Ideal candidates will have at least 8 years of experience in a client-facing role within financial services and a strong understanding of financial products. A global financ

A leading block management company in the UK is seeking an experienced individual for a property management role.The position involves close collaboration with Block Directors, leading meetings, and managing escalated issues.Candidates should have a minimum of 3 years in residential property managem

A financial services consultancy in the UK is seeking a Client Services Manager to oversee daily operations and lead a team of 6-7 associates.

We are seeking a Client Accountant to join a growing Global Accounting team within Governance Services. This role offers the opportunity to work closely with colleagues to deliver high-quality accounting services to a diverse portfolio of client entities. Assist with the preparation and review of cl

A purpose-driven creative agency in Greater London seeks a Client Services team member. This role involves managing key sustainability accounts, working with clients and internal teams to ensure projects are delivered on time and budget, and contributing to the agency's campaigns that positively imp

A financial planning firm in Bury is seeking a Client Services Administrator to support Financial Advisers and ensure smooth administrative processes. The ideal candidate will have experience in the financial services industry and strong communication skills.

State Street Account Services Implementation team is seeking a versatile individual with strong client relationship and business analysis skills to help guide our clients through the implementation of the Account Services products as part of the Alpha Platform. Explain to the client the State Street

As a Senior Index Client Services Analyst, you will: Work with clients and partners to define business and system requirements, implementing processes to streamline interactions whenever possible Analyze, communicate, and raise client concerns or requirements as they relate to Nasdaq product off

The role involves engaging with clients, quality monitoring, and driving growth in the business unit.

A dynamic marketing effectiveness agency in the UK is seeking a passionate Client Services Director to expand their team. The role involves managing high-profile client relationships and leading a team in delivering data analytic services.

Client Expectations and Relationship Management: Set and manage client expectations effectively, ensuring transparent communication and mutual understanding. Engage with various client departments and stakeholders to expand the footprint of Infosys services. Client Introductions and Contextual Under

A leading global professional services firm is seeking a Senior Manager in Global Mobility Services to manage a portfolio of key corporate clients, providing expert technical advice on complex global mobility issues.

This role involves managing day-to-day bookkeeping for a diverse client portfolio, preparing VAT returns, and processing payroll. Ideal candidates will have over two years of practice experience, strong communication skills, and a proactive client-focused approach.

In this pivotal role, you’ll be the strategic link between our clients and our internal teams—ensuring every project runs smoothly, every opportunity is maximised, and every client feels valued. Opportunity to shape the client services function and influence business growth. As a key player in o

Building and maintaining relationships with prospective clients to help grow local market share. Contacting new clients in emerging markets to support business expansion. Conducting outbound outreach and advising clients on the property market.

The Client Services Director is responsible for leading and inspiring a high-performing Client Service team dedicated to delivering exceptional service to banks, brokers, intermediaries and issuer clients. Minimum of 5 years’ experience in a client service leadership role within financial serv

A leading hospitality service provider in Greater London seeks a Client Services Director to oversee exceptional guest experiences across various events and conferences. You will lead a team of 28, ensure seamless service delivery, and build strong relationships with clients.

A growing financial services company is seeking a dedicated Lending Associate to join their team in London.

A wellness center in Greater London is seeking a proficient massage therapist to consult with clients and provide high-quality foot reflexology and body massages, both with and without oil. Join this team to deliver outstanding massage services in a reputable wellness setting.

The Senior Client Manager will utilize a deep scientific understanding along with demonstrable client management and sales acumen to build and maintain strong client relationships within the CRO space. Utilizing this broad portfolio of products and services enables our clients to create a more flexi

A leading international bank in Greater London is seeking a Client Services Manager to assist Relationship Managers in achieving financial targets while delivering excellent customer service.

The Strategic Initiatives and Transformation Office (SITO), Client Services, is responsible for driving strategic initiatives in support of the Client Services 2030 strategy. The role focuses on accelerating Client Services’ transformation into a best-in‑class Client Success organization to driv

A leading recruitment agency is seeking a Project Electrician based in London for multiple sites.The role involves installing and maintaining electrical systems in high-profile buildings, requiring strong technical skills and compliance with safety regulations.Candidates must have the City & Guilds