Customer Outcomes Assurance Coach (Fintech)

TL;DR

Customer Outcomes Assurance Coach (Fintech): Ensuring high-quality customer outcomes across complaints, onboarding, and complex servicing with an accent on coaching, training, and quality assurance. Focus on performing root cause analysis, ensuring regulatory compliance with FCA/FOS standards, and developing staff capabilities within a contact center environment.

Location: Kildean, Stirling, UK. Flexible working arrangements are considered.

Company

hirify.global is a long-standing savings and investments firm combining asset management and insurance expertise to provide balanced long-term solutions.

What you will do

• Deliver structured 1:1 and group coaching sessions across voice, webchat, and complaints functions.
• Facilitate onboarding and capability development for new and existing colleagues regarding product knowledge and servicing.
• Conduct quality assurance reviews and audits of customer interactions to ensure alignment with FCA, FOS, and internal standards.
• Perform root cause and trend analysis to identify service gaps and inform coaching strategies.
• Act as a Subject Matter Expert (SME) to support colleagues in resolving complex customer queries.
• Collaborate with training specialists to maintain and govern knowledge materials and guidance.

Requirements

• Proven experience in complaint handling, quality assurance, and customer service within a regulated environment.
• Direct experience with Call Frameworks and Contact Centre operations.
• Strong understanding of financial services regulations, particularly regarding pensions and retirement accounts.
• Proven skill in coaching, training delivery, and performance improvement.
• Excellent written and oral communication skills.
• Must be based in or able to work from the Stirling/Kildean area.

Culture & Benefits

• Competitive pension scheme with employer contributions up to 13% (18% total).
• 38 days of annual leave including bank holidays, with options to purchase additional days.
• Comprehensive "Inspiring Families" policy providing paid parental leave.
• Private Healthcare, Critical Illness cover, and Life Assurance.
• Access to Share Save and Share Incentive Plans.
• Inclusive culture with employee-led networks and Disability Confident Leader status.