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Salary About Us:
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. Overview:
You will be responsible for matters of customer resolution and Quality Assurance for Lifesure, supporting the Operations Manager to ensure we maintain the highest possible compliance standards, monitoring, and controls to provide the highest levels of support for the business, Board of Directors, Sales Teams, Customers, and our partners. Responsibilities:
Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Based in St Neots, Cambridgeshire, Lifesure Insurance Broker has been supporting our customers for over 50 years, specialising in leisure and everyday insurance cover. We are genuine, conscientious, and friendly people who will provide our customers with great service, whatever their insurance needs. We have a fun and sociable office culture with a tight-knit family feel.
We are looking for an experienced, dynamic, and technically minded Resolution & Quality Assurance Officer to form part of our Operations team here at Gallagher under one of our strong partner brands, Lifesure.
You will be responsible for matters of customer resolution and Quality Assurance for Lifesure, supporting the Operations Manager to ensure we maintain the highest possible compliance standards, monitoring, and controls to provide the highest levels of support for the business, Board of Directors, Sales Teams, Customers, and our partners.
Across all areas of your role
- Work with the Operations Manager to ensure we provide a low-risk, compliant environment for the business to operate within.
- Support the Operations Manager to advise the board and the wider business on compliance matters, identifying opportunities and solutions.
- Develop and manage relationships with key stakeholders as required to fulfill your role e.g., internal (Senior Managers, the board, Finance, Admin) and external (suppliers, partners).
- To ensure you operate within the Lifesure published policies and procedures.
Compliance – high-level requirements
- Complete the second line of defence audits (‘check the checker’ and file audits) to ensure compliance standards are met and we work in line with Treating Customers Fairly (TCF) guidelines as issued by the FCA and prepare and issue internal reports on audit outcomes.
- Provide support and guidance to the Sales Manager and Team Leaders on audit results to ensure consistent and high standards of customer care.
- Carry out investigations and resolve complaints, including responses by telephone and in writing, in line with FCA guidelines while ensuring fair outcomes for customers.
- Complete thorough Root Cause Analysis on complaints to identify trends and areas of improvement, working with the Operations Manager and Sales Manager to implement appropriate change.
- Working with the Operations Manager to identify and report any areas of operational risks or compliance failure within the business.
- Compile timely, concise, and relevant reports to Senior Managers. To include but not limited to, monthly file audits and monitoring reporting.
- Support the Operations Manager with drafting and finalising compliance manuals, policies, and procedures, and deploying these into the business.
- Oversee and input into CPD for the whole business to ensure it meets FCA requirements as well as deliver compliance related staff training.
- Work with the Operations Manager, Directors, and Senior Managers to understand the needs and priorities of the business and the wider market to ensure that the compliance plan is effective and in line with the Board’s plans.
- Support the Operations Manager with the management and implementation of the Annual Compliance Plan.
Personal Excellence
- Identify your strengths and weaknesses and take responsibility for your development plan and training, reviewing this regularly with your line manager.
- Prepare, measure, and report against your objectives in your monthly 121 with your line manager.
- Always learning and striving to achieve mastery of your role.
- Communicate early, act decisively and commercially, and handle customer records with accuracy and integrity.
- Experience in carrying out a compliance or Quality Assurance role in an insurance or FCA regulated environment including handling and responding to complaints.
- Strong understanding of and ability to interpret regulations, and their effect on our markets and the business.
- Ability to review and assess data, draw conclusions, and propose improvements.
- Excellent communication skills at all levels including with customers.
- Computer literacy, especially the ability to use Excel to a high standard.
- Accuracy and attention to detail in all aspects.
- Strong understanding of general insurance markets, products, and providers.
- Strong awareness of the conduct and regulatory risks that face the businesses.
- Ability to prioritise and work on multiple work streams in a fast-paced environment.
- Have a customer-centric mindset.
- Eligible to work in the UK.
About rewards and compensation
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
- Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days
- Defined contribution pension scheme, which Gallagher will also contribute to
- Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
- Income protection, we’ll cover up to 50% of your annual income, with options to top up
- Health Cash Plan
Other benefits include:
- Three fully paid volunteering days per year
- Employee Stock Purchase plan, offering company shares at a discount
- Share incentive plan, HMRC approved, tax effective, stock purchase plan
- Personal use tickets to Premiership Rugby Matches
- Critical illness cover
- Discounted gym membership, with over 3,000 gyms nationally
- Season ticket loan
- Access to a discounted voucher portal to save money on your weekly shop or next big purchase
- Emergency back-up family care
- And many more…
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Additional Information: Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.
We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.
Should you require any reasonable adjustments with your application, please get in touch with TAGlobalSupport@ajg.com. If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.
Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.
If this sounds like somewhere you’d like to join, we'd love to hear from you!
