Continuous Improvement Specialist

Reports to: Lead Business Change Manager

Salary: Up to £35,000

Hours: 40 hours per week (Monday to Friday)

Location: Remote (with travel to our Bournemouth and Isleworth Offices)

Are you ready to elevate your career in a dynamic and innovative environment? At Protect Line, we are searching for an exceptional Continuous Improvement Specialist —an analytical expert who thrives on uncovering the truth and enhancing business practices with integrity and precision.

Investing in Our People to Protect Yours - At Protect Line, we believe that investing in every employee provides a platform for opportunity and growth. Helping people become the best version of themselves is key to delivering an exceptional service that stands out for its authentic care and trust. We view protection as a promise for the future, focusing on keeping our promises, so you can keep yours.

Our Values: Care, Collaborate, Dare, and Deliver aren’t just words on a wall—they guide our actions, define how we interact with each other, and shape the way we serve our customers.

Role Purpose: As a key member of the business change team, you will investigate conduct risks and identify and close gaps in training and processes. This role directly supports our three core pillars of Customer, Culture, and Commerciality by driving positive customer outcomes, helping support and educate employees, and supporting a strong, sustainable business.

What You'll Do:

• Investigate with Integrity: Conduct thorough and impartial investigations into conduct-related issues.
• Evidence-Based Analysis: Produce findings supported by solid evidence, making actionable recommendations to improve business practices.
• Collaborate for Impact: Work collaboratively with our Compliance and Competence teams to provide guidance and coaching, preventing future conduct risks.
• Drive Compliance Excellence: Ensure investigations lead to great customer outcomes and maintain regulatory compliance.

Key Responsibilities:

• Conduct impartial investigations by reviewing cases and gathering evidence such as call logs and CRM data.
• Analyse management information (MI) to detect patterns, validate findings, and quantify impacts on opportunity, customer experience, and compliance.
• Produce clear findings and recommendations, addressing root causes and proposing actions like education, SOP changes, and access controls.
• Collaborate with Compliance to undertake risk analysis and work with Competence on coaching plans and training.
• Track remediation processes to closure and report trends to senior leadership, Compliance, and Quality Assurance, maintaining accurate audit trails.

What Makes You Shine:

• Analytical Excellence: Critical thinking and problem-solving mentality.
• Proactive Innovator: Take initiative to anticipate challenges and drive continuous improvement.
• Report Writing Expert: Craft clear and unbiased reports that effectively convey findings and insights.
• Engaging Communicator: Excel in building rapport and fostering strong relationships through effective communication.
• Detail-Oriented: A keen focus on attention to detail and quality.

Desirable Skills: Knowledge of analytic tools, familiarity with sales operations workflows, and understanding of Consumer Duty/FCA expectations.

What we offer?

• Enhanced Family Leave: Generous maternity, paternity, adoption, and surrogacy packages offer substantial support during those important life changes.
• Flexible Time Off: Holiday entitlement raising on length of service as well as the opportunity to purchase additional leave or convert unused days into extra pay! Plus, take paid leave for appointments, emergencies, or any of life’s surprises.
• Celebrate Life: Enjoy extra paid days off for birthdays, weddings, new home purchases and your child’s first birthday.
• Professional Benefits Scheme: Tailored rewards for technical and professional support staff, including training allowances, desk support packages, wellbeing support and car allowances.
• Paid Charity Work: Make a difference with our 'Day to Make a Difference' initiative, giving you one paid day off a year to engage in meaningful charity work.
• Epic Company Events: Our Summer and Christmas parties are legendary—get ready to join the fun!
• Sabbatical Opportunities: After 15 years of service, enjoy 4 weeks of paid leave to explore, learn, or recharge.
• Refer & Earn: Bring a friend onboard and pocket £1,500 for each successful hire!
• Perks Galore: From eye care vouchers to retailer discounts, enjoy a variety of benefits.
• Secure Your Future: Benefit from our pension scheme, death in service benefits, and more.

So come and join our extraordinary team of customer champions who are all about doing the right thing in every way imaginable. We don't settle for ordinary; we strive for extraordinary!

At Protect Line, we believe in equality, diversity, and inclusion. We're proud to be a place where anyone with any background or experience can flourish. Come, see for yourself, and be part of something amazing!

Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. If you have not heard from us within 7 working days, please assume that your application has not been successful.