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About Bionic

Bionic is the UK's leading business comparison and switching service, dedicated to simplifying small business operations and securing lifelong loyalty from British businesses. By integrating expert human service with advanced technology and data, Bionic swiftly connects business owners with optimal options for essentials like energy, connectivity, insurance, and finance. Collaborations with top price comparison platforms such as Compare the Market, MoneySuperMarket, Uswitch for Business, and Confused.com underline our trusted role in business energy switching services.

Role Overview

We are seeking an Insurance Quality Lead based at our London Liverpool Street office. This role is pivotal in enhancing sales performance and quality within our broking teams, aiming to foster profitable and compliant growth. The position involves elevating broker skills, assuring quality across calls, files, and customer journeys, and reinforcing standards through coaching, technical oversight, and compliance procedures to boost conversion rates, retention, and regulatory adherence.

Key Responsibilities

Enhance broker capabilities through coaching and professional development.
Manage monthly coaching cycles including reviewing broker calls and files with structured feedback.
Create and deliver training programs focused on objection handling and ensuring excellent customer outcomes.
Collaborate with sales leaders, and technical and compliance teams to maintain good broking practices and comprehensive conversation diagnostics.
Conduct risk-based quality assurance reviews, including call listening and post-call audits aligned with defined standards.
Oversee action plans linked to regulatory compliance and maintain audit trails for all regulatory reviews.
Lead continuous improvement efforts by chairing monthly quality and coaching meetings to identify themes and provide feedback to sales operations.
Work closely with Technical and Compliance teams to approve communication materials and ensure brokers follow proper procedures and risk assessments.
Ensure adherence to regulatory requirements including Data Protection and FCA guidelines within the governance and control framework.

Candidate Profile

Experience in broker distribution, sales coaching, quality assurance, and compliance within commercial SME insurance.
Thorough understanding of broker workflows in telesales environments.
Proven ability to develop broking and sales capabilities while maintaining compliance.
Strong knowledge of Consumer Duty, FCA expectations, and associated controls.
Analytical skills to interpret management information, identify trends, and translate quality data into coaching and procedural improvements.
Ability to cultivate robust relationships with sales leadership and operations as a trusted advisor.
Process-oriented with a focus on root cause analysis and solution definition.
Excellent verbal and written communication skills.
Progress towards completing Chartered Insurance Institute (CII) qualifications is advantageous.

Employee Benefits

Private healthcare coverage to support health and wellbeing.
Access to an Employee Assistance Programme including virtual GP services, priority physiotherapy, and talking therapies.
Eyecare benefits.
Generous annual leave of 25 days with increments based on length of service.
Paid family and religious leave days following successful probation.
One paid charity volunteering day annually.
Option to purchase or sell up to three additional leave days yearly.
Enhanced maternity, paternity, and shared parental leave benefits.
Paid wedding leave: two days upon joining, increasing to five days after two years of service.
Auto-enrolled salary sacrifice pension scheme.
Life insurance coverage.
Season ticket loans, salary advances, and home buying/renting loans available based on tenure.
Cycle to Work scheme.
Recognition programs including Highflyers incentives, company parties, zonely and annual awards, and long-service recognitions.

Insurance Quality Lead

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