Process & Controls Coordinator

Process & Controls Coordinator

Haywards Heath
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We currently have an exciting opportunity for a Process & Controls Coordinator to join our Operations team in Haywards Heath, West Sussex.

You’ll provide administrative support to the Process & Controls Lead, assisting with the delivery of audit reports, monthly controls checks and supporting the maintenance of process maps and user guides.

Helping to improve business efficiencies through continual improvement initiatives, you’ll identify gaps in processes and report associated risks and recommendations for change.

Job responsibilities
  • Responsible for providing detailed, accurate and timely process definition in line with process model standards
  • Provide support for all Business Initiative Solutions from inception to implementation
  • Review and assess the impact of change on existing process, ensuring the control framework is not compromised
  • Identify gaps in processes and reporting associated risks and making recommendations for change
  • Undertake monthly audit controls
  • Capture and manage production issues
  • Ensure compliance with company and other relevant standards and regulations at all times including Treating Customers Fairly (TCF)
Skills, knowledge & experience
  • Interested to progress your career within audit and controls
  • Experience of data gathering and analysis
  • Knowledge of contact centre processes and systems
  • Understanding of RCA and Customer Excellence procedures through to Complaint Resolution Processes
  • Knowledge of FCA requirements (including TCF)
  • Experience of Omni Channels, Digitalisation and Process Definition (Visio or similar) is highly desirable
  • Highly developed interpersonal communication skills and experienced in dealing with customers/users
  • Experience of managing conflicting priorities and opinions
  • Knowledge of Focus and operational functions within a Contact Centre
  • Strong analytical and problem-solving skills
  • Ability to influence and communicate risks and issues at most levels of the organisation
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

Are you the person we’re looking for? If so, we look forward to hearing from you. Apply today!

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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75% of people would recommend a friend to work at First Central

Based on 87 Glassdoor reviews (January 2020)


View all benefits >

Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.