Quality advisor Work, Jobs in Reading, Brk (with Salaries)

Anti Money Laundering Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £36,000 a year
- Full-time
- Customer service
- Continuous improvement
- Organisational skills
Quick apply
Healthy Lifestyle Advisor
ICE Creates —Reading
- £26,227.50 a year
- Weekend availability
- Hybrid work
- CRM software
- No degree
- Travel
- Health & wellbeing programme
- Sick pay
Quick apply
2d
Support Office - HR Advisor
Grandir UK —Basingstoke
- Up to £35,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Human resources
- Organisational skills
- Annual leave
Quick apply
Inbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £36,000 a year
- Full-time
- Continuous improvement
- Organisational skills
- In-person
Quick apply
Outbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £35,000 a year
- Full-time
- Continuous improvement
- Mentoring
- Organisational skills
Quick apply
Senior Healthy Lifestyle Advisor
ICE Creates —Reading
- £28,000 a year
- Weekend availability
- Hybrid work
- CRM software
- No degree
- Travel
- Health & wellbeing programme
- Sick pay
Quick apply
2d
Regional HR Business Partner - South
The Club Company —Twyford
- £0 a year
- Full-time
- Hybrid work
- Hotel
- Continuous improvement
- Human resources
- Employee assistance programme
Regional HR Business Partner - North
The Club Company —Twyford
- £0 a year
- Full-time
- Hybrid work
- Continuous improvement
- Human resources
- Resort
- Employee assistance programme
HR Advisor - Health and Social Care
Glenholme Specialist Healthcare —Eton
- £28,000 - £35,000 a year
- Full-time
- Microsoft Office
- Travel
- Recruiting
Quick apply
Health Advisor/FOH
MyHealthcare Clinic —Basingstoke
- £28,500 a year
- Overtime
- English
- Front desk
- In-person
- Employee discount
Quick apply
5d
HR Specialist
RAPID CLEAN —Wokingham
- £35,000 - £40,000 a year
- Full-time
- Microsoft Outlook
- Human resources
- Organisational skills
- Free parking
- Annual leave
Quick apply
7d
Early Years Advisor
Reading Borough Council —Reading
- £27,323 - £36,363 a year
- Part-time
- Experience working with children
- Mentoring
- Training & development
17h
Study Engagement and Advice Manager
Buckinghamshire New University —High Wycombe
- £38,784 - £43,482 a year
- Weekend availability
- Hybrid work
- Continuous improvement
- Team management
- Travel
- Employee discount
6d
Volunteer Lead Co-Ordinator
DEBRA —Bracknell
- £19,200 - £21,600 a year
- Part-time
- Organisational skills
- Communication skills
Quick apply
8d
Charter Manager (Private Jet and Helicopter Charter)
Starflight Aviation LTD —Farnborough
- £50,000 - £60,000 a year
- Weekend availability
- CRM software
- Customer service
- Business development
- Free parking
Quick apply
HR Business Partner – 12 Month Fixed-Term-Contract
KYOCERA Document Solutions —Reading
- Hybrid work
- Leadership
- Communication skills
- Employee assistance programme
Learning and Development Advisor
Kier Group —Gerrards Cross
- Full-time
- Hybrid work
- Project management
- Travel
- Training & development
8d
Recruitment Advisor (6‑month FTC)
SettleParadigm —High Wycombe
- £36,419 a year
- Monday to Friday
- Hybrid work
- Recruiting
- Organisational skills
- Communication skills
- Free parking
Quick apply
1d
Senior Study Skills Advisor (academic English)
Buckinghamshire New University —High Wycombe
- £33,951 - £37,694 a year
- Weekend availability
- Hybrid work
- Management
- Education
- Presentation skills
- Employee discount
6d
People Advisor
Gordon Murray Group —Shalford
- Microsoft Office
- Recruiting
- Organisational skills
- Annual leave
Quick apply

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Anti Money Laundering Service Delivery Lead

Lifetime Legal Ltd -
Wokingham

Quick apply

Job details

Permanent | Full-time
Up to £36,000 a year

Qualifications

Resource allocation planning
Operations management
Employee relations case handling
Customer service
Stakeholder liaison
Mentoring junior staff
Employee relations
Performance management
Quality assurance
Continuous improvement
Continuous improvement cycles oversight
Risk management
Organisational skills
Management reporting
Professional development mentoring
Root cause analysis
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Time management
Analytics

Full job description

Reports To

Head of Smart Compliance

£33,000 Basic Salary with OTE of £36,000

Purpose of the Role

The Enhanced Due Diligence (EDD) Service Delivery Lead is responsible for leading the day-to-day operational performance of an EDD team, ensuring excellent customer outcomes, achievement of service level agreements, and a high-performing, engaged team culture.

The role combines frontline people leadership with operational management and individual case production, ensuring sufficient capacity to meet business demand while continuously driving quality, efficiency and colleague development.

Key Responsibilities

1. People Management

Lead, motivate and develop a team of Enhanced Due Diligence (EDD) Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.

Responsibilities Include:

Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
Deliver real-time coaching through call listening, side-by-side support, observation and immediate feedback to improve capability and performance.
Complete a minimum of three quality audits per advisor each week, providing timely, constructive and actionable feedback.
Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
Manage informal and formal performance concerns in line with company policies, including the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are addressed promptly, fairly and consistently.
Manage employee attendance, including conducting Return to Work interviews following periods of absence, identifying patterns of absence, implementing appropriate support measures and escalating concerns where required.
Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour, addressing any concerns appropriately.
Support employees through probation reviews, development plans and performance improvement plans, ensuring clear objectives, expectations and regular follow-up.
Recognise and celebrate strong performance, promoting a culture of continuous improvement, accountability and engagement.
Foster an inclusive, supportive and high-performing working environment where colleagues feel empowered to deliver their best.
Escalate complex employee relations matters to the Head of Smart Compliance or People Team where appropriate, whilst maintaining ownership of day-to-day people management responsibilities.

2. Operational Efficiency

Manage the daily operation of the EDD service to ensure customer demand is effectively managed and service levels are consistently achieved.

Responsibilities include:

Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
Prioritise workloads throughout the day to ensure optimal resource allocation.
Drive in-day performance through effective workflow management and operational intervention.
Ensure achievement of all operational service level agreements and productivity targets.
Monitor quality, compliance and audit performance across the team.
Produce regular performance insights for the Head of Smart Compliance, identifying trends, risks, root causes and recommending appropriate corrective actions.
Escalate operational risks with clear root cause analysis and recommended actions.
Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and performance risks, supporting continuous improvement across the operation.
Support business change initiatives and improvements to operational processes.
Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.

3. Individual Production

Maintain an active operational contribution by completing EDD casework alongside leadership responsibilities.

Responsibilities include:

Maintain an individual production target equivalent to approximately 40% of an EDD Advisor's expected output.
Process EDD cases accurately and efficiently in accordance with company procedures.
Maintain personal quality and compliance standards.
Provide operational support during periods of high demand to ensure customer service levels are maintained.
Lead by example through consistent demonstration of quality, productivity and customer service excellence.

Key Performance Indicators (KPIs)

The Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:

Measure

SLA 1 & SLA 2 (Target <98%)

Inbound Calls Answered (Target <95%)

Inbound Calls Answered Within 30 Seconds (Target <95%)

Document Processing SLA (Target 98%)

EDD Cases Actioned (Individual - Target 45 per day)

EDD Cases Passed (Individual - Target 14 per day)

Document tickets resolved (Individual - Target 55 per day)

MLRO Audit Score (Target <98%)

Case Audit Score (Target <95%)

Individual Production Contribution (Target 40% of Advisor Target)

*All KPI’s are subject to business needs and requirements.

Key Competencies

Strong people leadership and coaching capability.
Performance management experience.
Excellent operational planning and prioritisation skills.
Data-driven decision making and analytical thinking.
Strong communication and stakeholder management.
High attention to detail and regulatory awareness.
Ability to make timely operational decisions in a fast-paced environment.
Commitment to continuous improvement and customer excellence.

Person Specification

Customer Service expertise
Excellent time management
Attention to detail
Problem solving
Display leadership
Target driven
Willingness to learn
Strong organisational skills
Decision making skills
Display leadership
Excellent written & verbal communication skills
Team player

Success Measures

Success in this role will be demonstrated through:

Consistent achievement of team SLA and quality targets.
Improved colleague capability and engagement.
Effective management of operational risk.
Strong audit and compliance performance.
Delivery of individual productivity expectations.
Positive contribution to continuous improvement across the EDD operation.

The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.

We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.

Pay: Up to £36,000.00 per year

Application question(s):

Do you live within a 45 minute commute from Wokingham?
Do you require any reasonable adjustments in order to attend an interview?
How many advisors have you previously managed?

Experience:

management : 1 year (preferred)
call centre : 1 year (preferred)

Work Location: In person

Quick apply

Refine Your Search

quality advisor jobs in reading, brk

Anti Money Laundering Service Delivery Lead

Healthy Lifestyle Advisor

Support Office - HR Advisor

Inbound Service Delivery Lead

Outbound Service Delivery Lead

Senior Healthy Lifestyle Advisor

Regional HR Business Partner - South

Regional HR Business Partner - North

HR Advisor - Health and Social Care

Health Advisor/FOH

HR Specialist

Early Years Advisor

Study Engagement and Advice Manager

Volunteer Lead Co-Ordinator

Charter Manager (Private Jet and Helicopter Charter)

HR Business Partner – 12 Month Fixed-Term-Contract

Learning and Development Advisor

Recruitment Advisor (6‑month FTC)

Senior Study Skills Advisor (academic English)

People Advisor

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