Quality Assurance Manager - Corporate & Commercial

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.

At Howden - Corporate & Commercial, commercial insurance isn’t just what we do – it’s who we are. We support our clients through the complex landscape of commercial risk. We understand the diverse needs of businesses from large corporates to emerging ventures, meticulously crafting bespoke solutions to empower businesses to navigate uncertainty and achieve unwavering growth.  Our depth of commercial insurance expertise allows us to protect client’s assets and fuel their progress.  When our clients prosper, we celebrate success with them; when challenges arise, we provide unwavering support.

Are you detail-oriented, standards-driven, and passionate about continuous improvement? Do you excel at building strong relationships and inspiring others to achieve excellence? We are seeking a dedicated Quality Assurance Manager to lead the development and delivery of high-quality service through the growth of our people in our Brentwood office. This newly created, permanent role is central to ensuring our team remains knowledgeable, capable, and confident in a fast-evolving environment.

With a focus on client service excellence, you will assess performance, identify development needs, and implement tailored training across regulatory, technical, customer service, and sales areas. Your work will directly support a culture of learning, accountability, and high standards.

Key Accountabilities

• To ensure that the Howden prescribed Audits are undertaken and findings appropriate reported on monthly

• Second line investigation and coordination of complaints (the complaint taker is first line), coordinate with appropriate teams and management to resolve complaints in a timely manner.  Report on findings, look for any common areas of concerns and recommend remedial action where necessary

• Develop the auditing process, oversee results and deal with discrepancies in internal processes

• Deploy the businesses QA checks, undertake call listening, coordinate with the management team to analyse all areas of service delivery from the team.  On the back of findings train and develop the team to deliver better results

• Organise training across regulatory, technical, customer service and sales skills and knowledge

• Maintain a competency framework for all staff, assisting the line managers to analyse the teams current skill set and organising training to improve this and attend to deficiencies

• Offer feedback to the management team regarding complaints, competency and training in the monthly management meeting

• Help develop a meaningful client journey appropriate to our client segment

Skills & Experience

• Excellent customer service skills

• Ability to articulate training and development in a variety of forms, from individual training to team sessions

• Working knowledge of main classes of General Insurance and the CII’s Code of Ethics and GDPR

• Great attention to detail

• Previous experience in a Sales or Customer Service role

• A strong desire to develop others and assist with the advancement of the teams technical and soft skills

• Working knowledge of Howden product range, policy wordings and service standards

• Responsibility for own personal development and for keeping own knowledge up to date by the use of e-learning, in-house courses, and studying for professional qualifications in order to gain the required CPD points

• Excellent oral and written communication skills

• Skilled at delivering feedback in a positive manner

• Ability to gather and analyse information and statistics

• Ability to persuade and influence others

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

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.