Job Description
(This is a remote based role with occasional travel required to London or Milton Keynes)
Who are we?
Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. 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:
1. Perform call audits to the highest standard, providing full reports of areas audited, potential areas of exposure, and recommendations for improvement.
2. Review, share, and promote best practices across the Operating Entities.
3. Identify and report on poor practice and share repeated issues with all Company staff.
4. Advise and guide Account Handlers, as required, in conjunction with support from their line managers.
5. Manage assigned projects and contribute to other projects as required.
6. Ensure up-to-date records are maintained at all times on the Company systems.
7. Respond appropriately to urgent issues as they arise.
8. Meet all competency requirements by undertaking training and following agreed principles, policies, processes, and procedures.
9. Build strong and effective relationships across the business to promote a positive image of the Business Assurance Function.
10. Remain aware of external, industry, legal, and regulatory developments to ensure practice and outputs are of a sufficiently high standard.
Skills & Attributes
1. Has utilised Microsoft Office products.
2. 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.
3. Self-starter with a strong desire to learn and develop.
4. Strong written and oral communication skills.
5. Analytical and problem-solving and project management skills.
6. Consultative approach, proactively sharing “what works best” with others across the Group.
7. Actively listens.
8. Good planning, organisation, delivery and time management skills.
9. Able to prioritise effectively.
10. Conflict-management skills.
Qualifications
1. Educated to A level standard including good GCSE’s in English and Maths (or equivalent).
What do we offer in return?
A career that you define.
Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.
And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.
Diversity and Inclusion
At Howden we value diversity - there is no one Howden ‘personality type’. Instead, we’re looking for individuals who share the same values as us:
1. Our successes have all come from someone brave enough to try something new.
2. We support each other, in the small everyday moments and the bigger challenges.
3. We are determined to make a positive difference, at work and beyond.
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 age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.
Reasonable adjustments
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
Our sustainability promise
We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world.
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