Complaints Quality Specialist

3 weeks ago

London, Greater London, United Kingdom Lawes Insurance Recruitment Full time
About the Role

We are seeking a highly skilled Complaints Quality Advisor to join our team at Lawes Insurance Recruitment. As a key member of our regional sales team, you will be responsible for leading the compliance strategy and implementation of standards across our offices in Hertfordshire, Bedfordshire, Buckinghamshire, and Essex.

Your primary objective will be to ensure that sales of products and services meet the required quality and regulatory standards. You will promote best practice to provide excellent service to customers and minimize breaches and complaints. This is a dynamic role that requires strong working relationships with regional sales teams, Learning & Organisational Development, and Head Office colleagues.

Key Responsibilities
  • Support and oversee new offices to ensure initial training, monitoring, and sales support is provided.
  • The monitoring, assessing, and coaching of existing offices in order to achieve the required standards of competence.
  • Analyse, proactively identify, report and escalate common or systemic quality risks and issues, to influence and support the shaping of national development solutions or risk mitigation action, to ensure customers and company's reputation is protected.
  • Complete Agency Training & Competency audits to gain control assurance and ensure that any remedial actions are identified, setting agreed actions for these to meet compliance requirements.
About You

We are looking for an experienced professional with a background in General Insurance or Financial Services, preferably with experience in a regulated environment. You will be prepared to travel on a weekly basis to various office locations and have a strong understanding of quality assurance and regulatory compliance.

We offer a competitive salary, annual bonus, contributory pension scheme, and a range of benefits including 25 days annual leave, buy/sell/save holiday trading scheme, and access to savings at High Street brands, travel, and supermarkets.

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