Howden Group Holdings has recognised that attracting and retaining the right talent is of paramount importance to the continued success of the Group. We therefore need to attract individuals of the highest calibre through a recruitment process that is free from bias and discrimination, yet aligned to our commercial ambitions. Internal mobility plays an important role for the Group in retaining expertise, experience and talent by enabling employees to pursue their individual career goals and achieve their ambitions. We recognise that all people have a fundamental need and desire for on-going development and growth, and we also recognise that the best candidate for a role may already work inside the organisation so we encourage you to look internally for the next step in your career. (This is a remote based role with occasional travel required to London or Milton Keynes) From day one, our mission has been to create an independent business with a unique culture - one that is controlled by the people who work for it. Finding the most talented and entrepreneurial people has always been key to our success. People come to Howden for lots of different reasons, but they stay for the same one: our culture. That's what sets us apart, and why we nurture and retain the best talent in the market. Whatever your priorities - work/life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden. The Role Business Assurance (BA) are looking for a Call Quality Auditor to join a newly formed Call Quality team within Business Assurance. This is an exciting opportunity to join a newly formed team and be part of its’ development. The team will be responsible for delivering call audit services across the Group, providing assurances that staff are adhering to internal procedures and regulatory requirements for distance sales. In this role, the auditor will be listening and monitoring calls made by Account Handlers and providing results and feedback on the content and quality to the Account Handlers and Management. The Call Quality Auditor will ensure that responsibilities and agreed objectives are completed in accordance with the relevant Company and/or Group policies, and consistent with their assigned responsibilities. Key Responsibilities: Perform call audits to the highest standard, providing full reports of areas audited, potential areas of exposure, and recommendations for improvement. Review, share, and promote best practices across the Operating Entities. Identify and report on poor practice and share repeated issues with all Company staff. Advise and guide Account Handlers, as required, in conjunction with support from their line managers. Manage assigned projects and contribute to other projects as required. Ensure up-to-date records are maintained at all times on the Company systems. Respond appropriately to urgent issues as they arise. Meet all competency requirements by undertaking training and following agreed principles, policies, processes, and procedures. Build strong and effective relationships across the business to promote a positive image of the Business Assurance Function. Remain aware of external, industry, legal, and regulatory developments to ensure practice and outputs are of a sufficiently high standard. Skills & Attributes Has utilised Microsoft Office products Will ideally have experience of operating in a compliance, monitoring or audit and/or experience of working in a call centre with supervisor experience including monitoring other people’s work and call quality. Self-starter with a strong desire to learn and develop Strong written and oral communication skills. Analytical and problem solving and project management skills. Consultative approach, proactively sharing “what works best” with others across the Group. Actively listens Good planning, organisation, delivery and time management skills. Able to prioritise effectively. Conflict-management skills. Qualifications Educated to A level standard including good GCSE’s in English and Maths (or equivalent) Our Culture: People First We've travelled far since opening our first office in 1994. Back then we were local experts - based in London, with direct access to the world's biggest insurance market. We're still locals, and we still deliver the right advice and the right insurance to our clients. But now, we're local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven't changed since day one, when we set out to create a company grounded in: An employee-ownership model Aligned external investors The trust and integrity born of friendship Expertise Independence Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It's created a culture of collaboration and innovation, where we're driven to think bigger and empowered to challenge convention. Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. That makes us better - and that's better for everyone. Diversity & Inclusion At Howden we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. Our Culture: People First We’ve travelled far since opening our first office in 1994. Back then we were local experts – based in London, with direct access to the world’s biggest insurance market. We’re still locals, and we still deliver the right advice and the right insurance to our clients. But now, we’re local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven’t changed since day one, when we set out to create a company grounded in: • An employee-ownership model • Aligned external investors • The trust and integrity born of friendship • Expertise • Independence Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It’s created a culture of collaboration and innovation, where we’re driven to think bigger and empowered to challenge convention. Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. That makes us better – and that’s better for everyone. Diversity & Inclusion At Howden we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.