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.
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 analyze 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
* Organized: 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
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 recognized 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
* Deputize 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 organization 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
Behaviors:
* 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 organized 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
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