Quality Assurance Auditor - Corporate & Commercial

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Howden UK&I Retail are on the hunt for a Quality Assurance Auditor who will be responsible for driving consistently high standards of performance through file review and call monitoring, within specific areas of our organisation as agreed with the QA & Conduct Manager. Please note this is a full-time, permanent opportunity. You will have the option to be fully remote or work on a hybrid basis but must be near to one of our offices.

Overview:

• Helping Howden continue to provide good customer outcomes through file reviews for specific areas of the business as agreed with the QA & Conduct Manager.
• Clearly highlighting overall audit outcomes, root cause analysis, any remedial action that is required, as well as identifying any relevant trends and providing suitable feedback to drive continual improvement.
• Supporting the QA and Conduct Manager in identifying and applying regulatory and industry best-practice to ensure that they’re reflected in our standards and reviews.
• Know Your Customer; acting as the point of escalation for client risk checks and other associated KYC queries raised by the business.
• Learning & Development; assisting the business by supporting training where required on any areas identified during the file review process.

Knowledge:

• Working knowledge of the Consumer Duty, applicable FCA regulations, all core classes of General Insurance, the CII’s Code of Ethics and GDPR.
• A good understanding of Commercial broking practices and a minimum of 2 years’ experience in providing specialist advice in the insurance market is preferred.
• Experience of conducting audits and providing associated feedback in an Insurance environment.
• Competent on Microsoft Office and other IT systems (an understanding of Acturis is preferred).

Skills:

• Excellent oral and written communication skills.
• Able to offer solutions to identified problems, interpret findings and make clear and reasoned decisions based on good customer outcomes.
• Able to form effective relationships and being pragmatic able to consider needs of all stakeholders.
• Able to manage time and organise effectively to meet objectives and work efficiently to balance quality with productivity.
• Able to report on audit outcomes in a concise and effective manner.
• Displays strong personal integrity and discretion.
• An innate sense of what good customer outcomes look like and an ability to be customer centric when considering any given situation.

Qualifications:

• Must be qualified to a minimum of Cert CII (or be prepared to study towards obtaining).
• Must possess hands-on knowledge of insurance broking in a UK Retail environment.

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new.
• We support each other in the small everyday moments and the bigger challenges.
• We are determined to make a positive difference at work and beyond.

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.

If you’re excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.