Continuous Improvement Specialist

Protect Line Ltd; Bournemouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading customer-focused company in Bournemouth is seeking a Continuous Improvement Specialist to investigate conduct risks and enhance business practices. The ideal candidate will be analytical with a proactive mindset, ensuring compliance excellence and driving improvements through collaboration. Responsibilities include conducting thorough investigations, analyzing data, and producing actionable recommendations. This role offers a generous benefits package including flexible time off and enhanced family leave.

Benefits

Enhanced Family Leave

Flexible Time Off

Paid Charity Work

Epic Company Events

Sabbatical Opportunities

Refer & Earn

Eye care vouchers

Qualifications

• Critical thinking and problem-solving mentality.
• Initiative to anticipate challenges and drive continuous improvement.
• Ability to craft clear and unbiased reports.

Responsibilities

• Conduct thorough investigations into conduct-related issues.
• Produce findings supported by evidence and make actionable recommendations.
• Collaborate with compliance and competence teams to provide guidance.

Skills

Analytical Excellence

Proactive Innovator

Report Writing Expert

Engaging Communicator

Detail-Oriented

Tools

Analytic tools

Job description

About Protect Line

At Protect Line, we are searching for an exceptional Continuous Improvement Specialist - an analytical expert who thrives on uncovering the truth and enhancing business practices with integrity and precision.

Investing in Our People to Protect Yours - At Protect Line, we believe that investing in every employee provides a platform for opportunity and growth.

Helping people become the best version of themselves is key to delivering an exceptional service that stands out for its authentic care and trust.

We view protection as a promise for the future, focusing on keeping our promises, so you can keep yours.

Our Values: Care, Collaborate, Dare, and Deliver aren't just words on a wall—they guide our actions, define how we interact with each other, and shape the way we serve our customers.

Role Purpose

As a key member of the business change team, you will investigate conduct risks and identify and close gaps in training and processes. This role directly supports our three core pillars of Customer, Culture, and Commerciality by driving positive customer outcomes, helping support and educate employees, and supporting a strong, sustainable business.

What You'll Do

• Investigate with Integrity: Conduct thorough and impartial investigations into conduct-related issues.
• Evidence-Based Analysis: Produce findings supported by solid evidence, making actionable recommendations to improve business practices.
• Collaborate for Impact: Work collaboratively with our Compliance and Competence teams to provide guidance and coaching, preventing future conduct risks.
• Drive Compliance Excellence: Ensure investigations lead to great customer outcomes and maintain regulatory compliance.

Key Responsibilities

• Conduct impartial investigations by reviewing cases and gathering evidence such as call logs and CRM data.
• Analyse management information (MI) to detect patterns, validate findings, and quantify impacts on opportunity, customer experience, and compliance.
• Produce clear findings and recommendations, addressing root causes and proposing actions like education, SOP changes, and access controls.
• Collaborate with Compliance to undertake risk analysis and work with Competence on coaching plans and training.
• Track remediation processes to closure and report trends to senior leadership, Compliance, and Quality Assurance, maintaining accurate audit trails.

What Makes You Shine

• Analytical Excellence: Critical thinking and problem-solving mentality
• Proactive Innovator: Take initiative to anticipate challenges and drive continuous improvement
• Report Writing Expert: Craft clear and unbiased reports that effectively convey findings and insights
• Engaging Communicator: Excel in building rapport and fostering strong relationships through effective communication
• Detail-Oriented: A keen focus on attention to detail and quality

Desirable Skills

• Knowledge of analytic tools, familiarity with sales operations workflows, and understanding of Consumer Duty / FCA expectations

Benefits

• Enhanced Family Leave: Generous maternity, paternity, adoption, and surrogacy packages
• Flexible Time Off: Holiday entitlement raising with length of service and opportunity to purchase additional leave or convert unused days into extra pay
• Paid Charity Work: One paid day off a year to engage in meaningful charity work
• Epic Company Events: Summer and Christmas parties legendary
• Sabbatical Opportunities: After 15 years of service, 4 weeks of paid leave to explore, learn, or recharge
• Refer & Earn: £1,500 for each successful hire
• Perks Galore: Eye care vouchers, retailer discounts, and variety of benefits
• Pension scheme, death in service benefits, and more secure your future

Equal Opportunities

At Protect Line, we believe in equality, diversity, and inclusion. We're proud to be a place where anyone with any background or experience can flourish.