Insurance Quality Lead

Bionic Services Ltd; Greater London; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Private healthcare cover

Employee Assistance Programme

25 days annual leave

Enhanced parental leave

Job summary

Bionic Services Ltd is looking for an Insurance Quality Lead to enhance sales performance and quality in London. The role involves working with the broking team to drive growth and ensure compliance through coaching and quality assurance.

Key responsibilities include developing broker capability, conducting reviews, and working closely with sales and compliance teams. Candidates should have a strong background in broker distribution and excellent communication skills, with support for CII studies offered after probation.

Qualifications

• Experience in broker distribution and sales coaching.
• Expertise in Commercial SME Insurance.
• Strong understanding of FCA expectations.
• Proven track record in developing broking capability.
• Exceptional communication skills.

Responsibilities

• Develop broker capability and coaching.
• Run monthly coaching cycles.
• Design learning on objection handling.
• Conduct risk-based reviews and audits.
• Document findings and maintain audit trail.

Skills

Broker distribution experience

Sales coaching

QA / Compliance

Strong communication skills

Analytical mindset

Education

Progress towards relevant qualifications such as CII

Job description

Role: Insurance Quality Lead

Salary: £50-£55k

Location: London Liverpool Street

About the Role

We are currently seeking an Insurance Quality Lead to enhance sales performance and quality. This role will work with our existing broking team to drive profitable, compliant growth by uplifting broker capability (sales practice, product knowledge, customer outcomes) and assuring quality across calls, files, and journeys – closing the loop with coaching, technical controls and compliance processes to improve conversion, retention and regulatory outcomes. This will balance technical depth with a collaborative, coaching mindset to raise standards and outcomes.

Responsibilities

• Develop broker capability and coaching
• Run monthly coaching cycles – reviewing broker calls and files and delivering structured feedback
• Design and deliver learning on objection handling and creating good customer outcomes
• Partner with sales leaders, technical controls, and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams; ongoing monitoring is managed by team leaders
• Conduct risk‑based reviews following call listening and post‑call audits to defined standards
• Monitor and align action planning to regulatory compliance reviews
• Document findings and possible remediation where issues have been identified
• Maintain an audit trail for regulatory reviews
• Chair monthly quality and coaching huddle – agree top themes and feedback to sales operations
• Work with Technical and Compliance to approve wording and guardrails
• Work with Technical Controls team to ensure brokers are following the right procedures and asking the right questions to fully understand the risk
• Comply with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework

Qualifications

• Experience in broker distribution, sales coaching, QA / Compliance
• Expertise in Commercial SME Insurance with strong understanding of broker processes in a tele‑sales environment
• Proven track record in developing broking and sales capability in a compliant manner
• Strong understanding of Consumer Duty, FCA expectations and relevant controls
• Analytical mindset to interpret MI, identify patterns and translate QA data into practical coaching and process changes
• Ability to build strong relationships with the operations team and sales leadership to act as a trusted advisor to sales areas
• Process improvement focus to investigate root cause analysis and define appropriate solutions
• Exceptional written and oral communication skills
• Progress towards relevant qualifications such as CII is preferred

Upon passing probation, you’ll gain full support for your CII studies, including access to our comprehensive apprenticeship programme designed to help you progress, develop your industry knowledge, and build your insurance expertise.

Benefits

We know that our employees are what sets us apart from our competitors, our benefits are just part of the way we say thanks.

• Private healthcare cover
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
• Eyecare scheme

Taking time away from work

• 25 days annual leave, increasing with tenure
• 1 paid family & religious day of leave per year – following successful probation period
• 1 paid charity volunteering day per year
• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments

• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years’ service

Financial wellbeing

• Auto‑enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket loans, salary advances & loans to buy or rent a home – based on tenure
• Cycle to work scheme

Recognition

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
• Company summer & Christmas party celebrations, business and local zone awards and recognition
• Long service awards