Customer Experience Quality Controller

The Customer Experience Quality Controller is responsible for driving customer excellence across the Customer Care function by leading quality assurance activity, overseeing customer feedback channels, and maximising customer satisfaction outcomes.

This role plays a pivotal part in protecting and enhancing the organisation’s reputation by embedding best practice, providing quality insight and coaching, and ensuring effective management of Net Promoter Score (NPS) performance and its associated financial impact.

The role ensures agreed objectives are consistently achieved while adding tangible value to the customer, Leasys, and the wider business at every stage of the customer journey. Working in close collaboration with key stakeholders, the post holder will identify pragmatic and creative solutions that balance customer needs, operational efficiency, and regulatory expectations.

It is essential that we hit agreed objectives whilst adding additional value to the customer, Leasys and at all points of the customer journey. Working with all stakeholders to identify creative solutions to meet back office needs & expectations.

2 days in the office as a minimum (Coventry)

• Quality audit scores and consistency of application
• Reduction in repeat errors and rework
• Customer satisfaction and complaint trend improvements
• Timeliness and effectiveness of quality feedback
• Capability development of junior colleagues
• Achievement of NPS targets (including best‑in‑class European performance)
• Presentation of quality and customer insight at monthly Customer Focus & Quality Committees
• Excellent written and verbal communication skills
• Ability to work autonomously and make sound, evidence‑based decisions
• Ability to prioritise, multitask, and manage competing deadlines
• Confident in building and presenting business cases
• Regular collaboration with Compliance teams to share quality outcomes

• Carry out regular quality checks on customer interactions, including telephone calls, written correspondence, and case files.
• Review customer decisions and case handling to ensure alignment with internal procedures, SLAs, policies, and regulatory requirements.
• Record quality scores, findings, and supporting evidence accurately using agreed frameworks and systems.
• Identify quality issues, inconsistencies, or risks and elevate findings in line with defined processes.
• Track recurring errors, rework themes, and improvement opportunities and share findings with relevant stakeholders.

• Review selected escalated or complex cases to assess fairness, clarity, and customer impact.
• Provide evidence‑based feedback on customer outcomes to improve consistency and professionalism.
• Identify common drivers of customer dissatisfaction and contribute insight to complaint‑reduction activity.
• Support initiatives aimed at improving the end‑to‑end customer journey.

(Task‑focused ownership of activity, not platform governance)

• Monitor and manage day‑to‑day activity across online customer review platforms, including Trustpilot and Google Reviews.
• Review, analyse, and categorise online customer feedback to identify trends, risks, and learning opportunities.
• Draft and issue responses to online customer reviews in line with agreed tone‑of‑voice, service standards, and approval guidelines.
• Escalate sensitive, high‑risk, or reputationally impactful feedback in line with agreed escalation processes.
• Produce insight summaries on recurring themes and sentiment to support service improvement discussions.
• Work closely with Customer Care colleagues to highlight actions required to improve customer sentiment and reduce repeat issues.

• Monitor and analyse customer feedback, including NPS responses, complaints insight, and survey comments.
• Identify common themes, root causes, and learning points from customer feedback.
• Provide insight and commentary to support improvements in customer satisfaction and service delivery.

(Task supervision – not formal people management)

• Provide day‑to‑day…