Location: Haywards Heath or Manchester
Salary: £30,000 to £35,000 depending on experience
Department: Customer & Operations
We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
Are you passionate about evaluating problems and ensuring the quality of internal processes? Do you like to investigate reasons why a procedure doesn’t run smoothly and keen to make a significant impact? Look no further! We’re seeking an exceptional Senior Internal Assurance Assessor to join our team in either Haywards Heath, West Sussex or Salford Quays, Manchester.
You’ll provide assurance that good outcomes are provided for both the customer and our business by reviewing our formal complaints process, undertaking root cause analysis for all complaints to understand why they happen and drive actions to resolve them. You’ll keep the team updated on new internal assurance and process changes, identify where colleagues need additional upskilling or training or highlight any recognition for good outcomes in the team’s work. Other duties will be to analyse data, identify trends and recommend any enhancements and prepare detailed reports on recurring complaints within the business.
Core skills we’re looking for to succeed in the role:
* Compliance management: You’ll evaluate internal controls and recommend improvements in the complaints processes.
* Organised: Manage your workload efficiently and prioritize tasks.
* Communication: You’ll collaborate with team members and other departments, sharing findings in a clear and concise manner.
* Problem-solving: Be resourceful and find solutions. Address issues promptly and efficiently.
We love flexibility and hybrid working - we offer 3 days work from home and just 2 days in the office (after a 3 month probation period - subject to your performance in the role) but if you prefer to be in the office more, that’s good with us.
If you’re ready to take on an exciting challenge to showcase your expertise and be an integral part of a thriving team apply now!
What’s Involved:
* Design and deliver the internal assurance framework within Customer Relations to include: end to end complaints assurance, focus on customer outcomes, regulatory compliance, process confirmation checks and feedback loops.
* Where customers do not receive good outcomes identify remedial action required, conduct root cause analysis and drive the delivery of action to prevent going forwards.
* Integrate Customer Relations target delivery analysis, QA outputs and internal assurance outputs into a singular dashboard to allow colleagues to be recognised or given coaching as appropriate.
* Work closely with the Prevention Specialist to use the insight available to tackle the causes of complaints across First Central.
* Develop an understanding of systems and take ownership for your own continued learning of products and business processes.
* Promote the Company’s image and Company Values through all customer interactions.
* Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times.
* Deputise for the Customer Relations FOS and Prevention Manager as required.
* Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
* Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
* Any other reasonable duties.
Experience & knowledge:
* Experience of working in an assurance role.
* Previous experience in the motor insurance industry.
* Experience of working in a Customer Relations environment.
* Experience of undertaking root cause analysis and continuous improvement initiatives.
* Some knowledge of complaint handling practices.
* Basic understanding of all aspects of motor insurance.
* Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty) and the regulatory framework relating to general insurance.
* Knowledge of continuous improvement methodologies.
Skills:
* Good communication skills, both verbal and written.
* Excellent organisation skills and attention to detail.
* Ability to influence effectively up to Director level.
* Root cause analysis / continuous improvement qualification or training.
* Good numeracy and literacy skills.
* Constructive provider of feedback.
Behaviours:
* Customer focused (internal customers & external).
* Self-starting, able to work on own initiative.
* Self-motivated and enthusiastic.
* Embrace, embed and incorporate the Company values.
* Taking responsibility for tasks and seeing them through to completion.
* An organised and proactive approach.
* Able to work on own initiative and as part of a team.
* A flexible approach and positive attitude.
* Strives to deliver performance targets and drive business improvements to contribute to the success of the business.
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
86% of people would recommend a friend to work at First Central
Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more.
Flexible Bank Holidays
Eight flexible bank holidays; you can choose which festivals you observe.
We’re passionate about it. Everyone gets a paid day off annually to volunteer.
Electric Car Scheme
Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing.
Flexible Working
We’re flexible; most roles let you mix office and home working. We work fluidly around core hours.
Your Time in Need
Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you.
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