Location - Bristol

Employment Type - Full Time - Permanent

Salary - Up to £30,000

Hours Per Week - 37.5

We are recruiting for a Team Leader to mentor and develop a team of Quality Assurance Agents. The ideal candidate will be able to coordinate a function based across multiple sites, as well as being able to travel abroad a few times per year. We don’t require candidates to have an insurance background, but we do need a natural leader who is passionate about delivering high quality service to our customers.

If you have the leadership skills and drive that we’re looking for, we can offer you a unique opportunity to grow and develop within a well-established team.

Key Responsibilities:

Lead a team of Quality Assurance Agents including coordinating and monitoring their work, completing 1-1s, absence requests, etc.
Handle a high workload in an organised manner and to excellent standards within strict deadlines
Complete root cause analysis in respect of complaints and QA outcomes to ensure the corrective action is taken in the future
Contribute towards reporting for the team as well as the entire QA function
Ensure each customer receives outstanding service by ensuring a friendly environment, maintaining solid product knowledge. Ensure every customer falls within FCA guidelines to Treating Customers Fairly
Comply with internal and external regulatory, operational, compliance and key control systems and procedures
Constantly seek to improve quality control effectiveness by developing new approaches and techniques
Maintain knowledge of current best practice by keeping up to date with market and educational opportunities; reading professional publications; maintaining personal networks and, where available, membership of professional bodies
Proactively establish and maintain effective working team relationships with all departments
Guide and mentor junior members of staff to ensure that they meet required standards as part of a team

You’ll have the following skills & experience:

Excellent planning and organisation skills with a proactive approach to goals
Highly developed interpersonal skills and an ability to build rapport
Excellent attention to detail and accuracy to work outputs with excellent writing skills
Ability to prioritise workloads and meet deadlines
Strong communication and negotiation skills
Ethical – focused on Treating Customers Fairly
Computer literate
Respect for customer and business confidentiality
Confident, self-motivated and enthusiastic team player
Ability to work in a fast-paced environment

What we offer you

25 days annual leave, plus extra day for each year worked up to 2 years. 30 days after 5 years.
Pension
Annual Bonus
Flexible working, mix of office and homebased
100’s of exclusive retailer discounts
Professional wellbeing, health & fitness app
Enhanced parental leave
Life Assurance, 4 x salary
Car Insurance Discount – 25%
Travel Insurance Discount – 20%
Cycle to work scheme
Community support day
Christmas and Summer parties