Insurance Services Auditor

Salary: £21,000.00-£24,500.00

Hours of Work: 37 Hours

Monday-Thursday 9:00am-5:30pm

Friday 9:00am-5:00pm, with some possible variation to cover occasional evening and weekend shifts

Job Purpose:

Undertake call and file audits and provide balanced and constructive feedback to all agents along with any remedial actions and recommendations

Positively contribute to the continual improvement cycle within the Insurance Services division

Key Duties & Responsibilities:

• Undertake call and file audits across all teams within Insurance Services;
• Provide any required feedback, guidance, coaching and/or recommendations in a 1-2-1 and/or group environment in a balanced and constructive manner
• Report on audit findings and any follow up actions
• Keep up to date with new developments, schemes and script changes
• Report and escalate any identified risks, training or performance issues
• Actively promote and represent the Quality Assurance Department throughout the whole business and to external bodies
• Achieve any agreed Key Performance Indicators (KPI’s) and contribute positively to the team performance
• Contribute where necessary, to any “Audit the Auditor”, “Follow Up”, calibration or ad-hoc audit programmes to ensure there is always a consistent approach and scoring to business-wide auditing

Experience & Knowledge:

• An ability to work using own initiative within agreed boundaries, as well as in a team, to achieve maximum results
• Relevant experience of working in a call centre environment
• Ability to interpret information, identify risk and provide feedback in a clear and concise manner
• Excellent interpersonal and communication skills (both written and oral)
• Ability to work under pressure and flexibly to meet business and department deadlines
• Ability to be agile and adaptive, to be flexible, open to and embracing change
• Meticulous attention to detail
• Have a clear understanding of good customer service

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

Benefits:

• Minimum 25 days’ holiday plus bank holidays
• Hybrid working model (in relevant role)
• Holiday buy and sell
• 2 x Volunteering days to support charitable initiatives
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy