Job Description

Are you passionate about quality assurance and committed to delivering exceptional customer service? Join Guardian as an Advisor in Quality Support and play a crucial role in elevating the quality standards of our Customer Support Specialists. We are a company recognised across the industry for our dedication to inclusivity and five-star customer service, among other awards. You'll be joining a team of dedicated and talented professionals working together to achieve our business goals and uphold our exceptional reputation.

Brief overview of the role

As an Advisor in Quality Support, you will be responsible for assessing Quality Assurance for Customer Support Specialists and Senior Customer Support Specialists to support Guardian's Customer Service proposition and achieve the target business outcomes.

What you'll be doing

The responsibilities of this role include, but are not limited to:


Designing and documenting processes to effectively assess the quality of any firm or adviser wishing to engage with the business Regularly reviewing assessment processes and systems to ensure they meet and operate according to quality requirements Ensuring that assessment decisions are made using specified criteria Regularly reviewing firm metrics and ensuring that, where necessary, firms are raised to the Broker Risk Review group Taking appropriate actions where a firm is triggered via metric target failure, ad-hoc feedback, or Elixir alerts Engaging with adviser firms to support improvements to their business quality and metrics Engaging with network partners where there is concern over a member firm, outlining our concerns and working with them to improve Managing expectations regarding any outstanding debt, working with them to ensure debt is repaid to Guardian and collaborating with legal partners where necessary Following agreed procedures for recording, storing, reporting, and maintaining the confidentiality of information Maintaining the development needed to carry out your work more effectively, continually using a range of resources to keep your knowledge, skills, and practice up to date Sharing knowledge, skills, and improvements to practice with colleagues where it could be beneficial Participating in the training and development of individuals when required

What's in it for you?


Flexible Working: We offer full-time, part-time, and compressed working patterns within the team to suit your lifestyle. Private Medical Insurance with rewards for yourself and discounted rates for your family members. Competitive Company Pension Scheme. Opportunities for professional development and sponsored study. Access to several employee discount schemes to suit your lifestyle, including but not limited to: Private dental insurance Electric Vehicle Salary Sacrifice Scheme Cycle to Work scheme Comprehensive Europe and Worldwide Travel Insurance Medical Cash Plan Access to 24/7 GP service for you and your family 25 days holiday with the option to purchase more

This is an exciting time to be joining us, with plenty of opportunities for professional growth. So, if you have a background as an Advisor in Quality Support, along with skills in quality assurance and customer service, we invite you to apply to become part of our award-winning team.


If you would like to learn more about the role or have any questions, please contact our HR Team via hrservicedesk@puntersouthallgroup.com.