Quality Audit Team Leader

The Claims Governance Team is a department where independence of thought, integrity and the ability to maintain confidentiality are essential.

As a Quality Audit Team Leader, you will be working with the Claims Audit Lead, leading a Team of Claims Quality Analysts. The Team will provide independent oversight of handler performance, customer outcomes and indemnity spend, helping to ensure regulatory compliance and good governance controls are operating effectively to mitigate risks.

You will act as an effective team leader by engaging with the wider management team and using strong people skills to develop this new team. You will need the ability to provide data driven insights utilizing both the Performance Management Platform and other sources of data as an essential part of the role. 

Role: Quality Audit Team Leader

Location: Liverpool or Sevenoaks

Working hours:  37.5 hours a week, Monday to Friday from 9am to 5:30pm

Salary: £33,000- £36,000 plus an up to £2500 performance related bonus per annum, once established within your role

What you will be doing:

• Line Management of a team of Quality Analysts
• Ensure accurate and insightful QA reviews on customer contacts, calls, webchats, administration and business processes.
• Utilising data from the performance management system and other sources to provide business insights
• Maintain consistency in approach to QA monitoring, dealing with appeals, running calibrations and liaising with Operational Team Leaders 
• Identify opportunities to enhance operational efficiency and effectiveness for areas under review.
• Build and maintain strong working relationships within the Governance Team and with the operational Management team.
• Be accountable for meeting deliverables, KPIs, and Quality standards.
• Contribute to the overall effectiveness and value of the QA function by recommending and developing innovative solutions.
• Adhere to FCA, TCF and Data Protection Regulations and other regulatory requirements.
• Maintain Insurance knowledge, understanding how legislation developments affect claim handling.
• Undertake other reasonable tasks and projects as required by your manager

What we’re looking for:

• Excellent written English and report writing skills
• Experience of managing a team in a customer facing environment
• Experience within a Quality Assessment environment preferred
• Demonstrable investigation skills - identifying customer detriment and root causes
• Motivated self-starter who can plan and deliver against deadlines with a track record of delivery
• Understands the regulatory framework in which Haven Claims operates, keeping knowledge up to date
• Enthusiasm and passion for Quality, whilst retaining a pragmatic approach
• Independence and discretion- keeping colleagues’ performance confidential
• Excellent communication and interpersonal skills.
• Career focused, having attained or willingness to work towards relevant Industry qualifications

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.  

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the “your tomorrow” benefits you will receive include...

Enhanced Annual Leave entitlement starting at 31 days including bank holidays, and potentially increasing to 35 days per year depending on grade & length of service 

• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• High Street vouchers and discounts
• Fresh fruit Deliveries twice a week on selected sites
• £250 Refer a friend bonus.
• Cycle to work scheme.
• Free eye test vouchers and a contribution towards the frames
• Free self-development & qualifications via Magpie Learning
• A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
• Regular Employment Engagement including ongoing competitions with fantastic prizes.
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role,  we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships. 

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.