Call Quality Auditor

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. 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 18,000 employees spanning over 100 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.

(This is a remote based role with occasional travel required to London or Milton Keynes)

From day one, our mission has been to create an independent business with a unique culture - one that is controlled by the people who work for it. Finding the most talented and entrepreneurial people has always been key to our success.

People come to Howden for lots of different reasons, but they stay for the same one: our culture. That's what sets us apart, and why we nurture and retain the best talent in the market. Whatever your priorities - work/life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

The Role

Business Assurance (BA) are looking for a Call Quality Auditor to join a newly formed Call Quality team within Business Assurance. This is an exciting opportunity to join a newly formed team and be part of its’ development. The team will be responsible for delivering call audit services across the Group, providing assurances that staff are adhering to internal procedures and regulatory requirements for distance sales.

In this role, the auditor will be listening and monitoring calls made by Account Handlers and providing results and feedback on the content and quality to the Account Handlers and Management.

The Call Quality Auditor will ensure that responsibilities and agreed objectives are completed in accordance with the relevant Company and/or Group policies, and consistent with their assigned responsibilities.

Key Responsibilities:

• Perform call audits to the highest standard, providing full reports of areas audited, potential areas of exposure, and recommendations for improvement.

• Review, share, and promote best practices across the Operating Entities.

• Identify and report on poor practice and share repeated issues with all Company staff.

• Advise and guide Account Handlers, as required, in conjunction with support from their line managers.

• Manage assigned projects and contribute to other projects as required.

• Ensure up-to-date records are maintained at all times on the Company systems.

• Respond appropriately to urgent issues as they arise.

• Meet all competency requirements by undertaking training and following agreed principles, policies, processes, and procedures.

• Build strong and effective relationships across the business to promote a positive image of the Business Assurance Function.

• Remain aware of external, industry, legal, and regulatory developments to ensure practice and outputs are of a sufficiently high standard.

Skills & Attributes

• Has utilised Microsoft Office products

• Will ideally have experience of operating in a compliance, monitoring or audit and/or experience of working in a call centre with supervisor experience including monitoring other people’s work and call quality.

• Self-starter with a strong desire to learn and develop

• Strong written and oral communication skills.

• Analytical and problem solving and project management skills.

• Consultative approach, proactively sharing “what works best” with others across the Group.

• Actively listens

• Good planning, organisation, delivery and time management skills.

• Able to prioritise effectively.

• Conflict-management skills.

Qualifications

• Educated to A level standard including good GCSE’s in English and Maths (or equivalent)

Our Culture: People First

We've travelled far since opening our first office in 1994. Back then we were local experts - based in London, with direct access to the world's biggest insurance market. We're still locals, and we still deliver the right advice and the right insurance to our clients. But now, we're local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven't changed since day one, when we set out to create a company grounded in:

• An employee-ownership model

• Aligned external investors

• The trust and integrity born of friendship

• Expertise

• Independence

Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It's created a culture of collaboration and innovation, where we're driven to think bigger and empowered to challenge convention.

Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. That makes us better - and that's better for everyone.

Diversity & Inclusion

At Howden we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

What do we offer in return?

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.

Permanent