About the Role

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As a Quality Control Officer, your primary focus will be on monitoring, evaluating, and enhancing the quality of our customer interactions and operational procedures. Your responsibilities will include:

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- Conducting regular quality audits and reviews of customer service and sales processes.

- Identifying trends, gaps, and opportunities for improvement across the customer lifecycle.

- Ensuring adherence to internal policies, regulatory requirements, and Consumer Duty obligations.

- Collaborating with sales, compliance, and operations teams to implement corrective actions.

- Supporting the onboarding and training of staff by providing feedback and coaching based on audit findings.

- Preparing and presenting quality reports to management with actionable insights.

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What You'll Do

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To thrive in this role, you’ll bring a keen eye for detail, a strong grasp of compliance standards, and a customer-first mindset. We’re looking for someone who has:​

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- Experience in a quality assurance, compliance, or audit role within insurance or financial services.

- A sound understanding of FCA regulations, including Consumer Duty.

- Excellent analytical and problem-solving skills, with a methodical approach to work.

- Strong written and verbal communication skills, with the ability to deliver constructive feedback.

- A collaborative mindset with the ability to influence change and drive process improvements.

- Passion for delivering fair and positive customer outcomes.

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What you'll need to succeed

 

​​We believe the following attributes will help you excel in this role:

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- Experience in motor insurance, more specifically renewals. 

- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.

- A proactive problem-solver, dedicated to addressing customer needs and concerns effectively.

- A solid understanding of data analysis, using insights to enhance customer engagement and satisfaction.

- Comfort in working collaboratively with internal teams to achieve the best outcomes for our customers.

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What We Offer

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At IU we provide a supportive and progressive working environment alongside the following benefits:

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💷 Competitive salary packages
🌴 25 days of holiday plus Bank Holidays and your birthday

🧘🏽 Hybrid Working / Flexible Hours

📈 Career progression opportunities
👩‍🎓 Funded training and qualifications
👟 Gym membership included​

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