Job Description

The Claims Governance Team is a department where independence of thought, integrity and the ability to maintain confidentiality are essential. Due to continued business success, we are growing our Team. We are looking for a Quality Team Leader who can help us to continue to develop our QA department.



As a Quality Audit Team Leader, you will be working with the Claims Audit Lead, leading a Team of Claims Quality Analysts. The Team will provide independent oversight of handler performance, customer outcomes and indemnity spend, helping to ensure regulatory compliance and good governance controls are operating effectively to mitigate risks.



You will act as an effective team leader by engaging with the wider management team and using strong people skills to develop this new team. You will need the ability to provide data driven insights utilizing both the Performance Management Platform and other sources of data as an essential part of the role.

Role:

Quality Audit Team Leader

Location:

Liverpool or Sevenoaks with hybrid working. Or open to fully remote.

Working hours:

37.5 hours a week, Monday to Friday from 9am to 5:30pm

Salary:

34,710- 37,000 plus an up to 2500 performance related bonus per annum, once established within your role

What you will be doing:

Line Management of a team of Quality Analysts Ensure accurate and insightful QA reviews on customer contacts, calls, webchats, administration and business processes. Utilising data from the performance management system and other sources to provide business insights Maintain consistency in approach to QA monitoring, dealing with appeals, running calibrations and liaising with Operational Team Leaders Identify opportunities to enhance operational efficiency and effectiveness for areas under review. Build and maintain strong working relationships within the Governance Team and with the operational Management team. Be accountable for meeting deliverables, KPIs, and Quality standards. Contribute to the overall effectiveness and value of the QA function by recommending and developing innovative solutions. Adhere to FCA, TCF and Data Protection Regulations and other regulatory requirements. Maintain Insurance knowledge, understanding how legislation developments affect claim handling. Undertake other reasonable tasks and projects as required by your manager

What we're looking for:

Excellent written English and report writing skills Experience of managing a team in a customer facing environment Experience within a Quality Assessment environment preferred Demonstrable investigation skills - identifying customer detriment and root causes Motivated self-starter who can plan and deliver against deadlines with a track record of delivery Understands the regulatory framework in which Acorn Claims operates, keeping knowledge up to date Enthusiasm and passion for Quality, whilst retaining a pragmatic approach Independence and discretion- keeping colleagues' performance confidential Excellent communication and interpersonal skills. Career focused, having attained or willingness to work towards relevant Industry qualifications

About Acorn Insurance

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.



At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.



We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.



The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.



Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

Wellbeing:

Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays) Enhanced paternity pay and 16 weeks full maternity pay. Colleague Assistance programme offers a suite of wellbeing services such as: 6 Free Counselling sessions per year Unlimited access to a telephone councillor 24/7 Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. Network of internal qualified mental health first aiders are available to provide support to colleagues.

Financial:

A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner Ability to access your earnings before payday via Dayforce Wallet. Company pension scheme Refer a friend scheme with a 250 bonus for every colleague recommended on passing their probation period. Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice. Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture:

Long Service Award paid on 5,10- and 15-years' service A reward and recognition hub to celebrate and reward colleagues and peers. Consistent and engaging company events including company awards, competitions and charity fundraisers. Budgets for department leaders to use for social and engagement events.

Please visit our website to view more of our excellent work benefits!



All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard. Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.



At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it's modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.