The Role
As part of the Training, QA and Compliance team, you’ll be actively involved in both the onboarding and ongoing development of colleagues. From supporting new starter inductions to delivering tailored training and feedback sessions, you’ll help shape the learning journey across the organisation. You will coach and guide team members, identify development needs, and contribute to building a positive, high-performing learning culture.
With a strong eye (and ear) for detail, you will also be responsible for auditing calls and claims against defined matrices, ensuring that both competency and regulatory standards are consistently met. Your insights will play a key role in identifying trends, highlighting development areas, and driving improvements.
This role offers a fantastic opportunity to get hands-on with people development through a variety of activities, including:
- Designing and delivering engaging training sessions, workshops, and inductions
- Providing structured, constructive feedback to support individual growth
- Coaching colleagues to improve performance and build confidence
- Analysing quality and performance data to identify trends and training needs
- Evaluating the effectiveness of learning interventions and driving continuous improvement in the department
- Enhancing existing processes to improve both employee and customer outcomes
Alongside developing others, you’ll also have significant opportunities to grow your own skillset—expanding your experience in facilitation, coaching, data analysis, and learning design within a supportive and collaborative environment.
The role is Monday-Friday with working hours of 8.30am-5.00pm.
Responsibilities
· Complete quality audits for various areas of the business, including Claims and Complaints, by set deadlines.
· Assess call and claim handling against KPIs, best practice and our high customer service expectations.
· Analyse data to report on individual and department performance, including successes, areas of development, trends and risks appetite.
· Provide empathetic constructive feedback and coaching to support employee improvements.
· Design and deliver high quality and engaging training sessions and supporting materials, evaluating regularly to ensure these are as effective as possible
· Assist with maintaining training manuals, records of training and department processes.
· Stay up to date with departmental processes, FCA regulations and business needs to accurately assess performance against contemporary requirements.
Requirements
· Strong attention to detail and a high degree of accuracy in recording and reporting.
· Self-driven and proactive.
· Excellent planning and organisational skills.
· Excellent communicator, written and verbal.
· Relationship building skills.
· Focus on delivering results, meeting deadlines and contributing to team success.
· Basic understanding of the motor claims industry.
· Good numeracy and literacy skills.
Key Skills
· Demonstrate the company’s values and maintain professional conduct.
· Thrive in a busy environment, adapting quickly to change and successfully manage competing priorities.
· Analysis of data and identifying trends.
· Strong computer skills with experience in MS Office, particularly Word and Excel.
Pay: From £25,500.00 per year
Benefits:
- Casual dress
- On-site parking
Application question(s):
- Do you have prior experience in training or quality auditing?
Work Location: In person
