Quality & Competence Manager (Commercial Insurance)

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 (EAP)

Eyecare scheme

25 days annual leave

Charity day (1)

Family/ religious day off (1)

Enhanced parental leave

Pension scheme

Life insurance

Season ticket loans

Cycle to work

Incentives for high performers

Company events

Job summary

Bionic Services Ltd is seeking a Quality & Competence Manager (Commercial Insurance) to elevate broker capability, drive compliant growth, and oversee coaching across calls and files. You will balance technical depth with a coaching mindset while aligning with regulatory requirements.

The role sits on the London sales floor, with probation-supported CII study and progression opportunities through the apprenticeship program.

Qualifications

• Experience in broker distribution, sales coaching and QA/compliance.
• Expertise in Commercial SME Insurance with understanding of broker processes in tele sales.
• Progress towards CII is preferred; strong analytical and coaching capabilities.

Responsibilities

• Develop broker capability and coaching.
• Run monthly coaching cycles reviewing broker calls and files with structured feedback.
• Design and deliver learning on objection handling and customer outcomes.
• Partner with sales leaders and compliance to ensure conversation diagnostics and good broking practice.
• Conduct risk-based reviews following call listening and post-call audits.
• Maintain an audit trail for regulatory reviews.
• Chair monthly quality and coaching huddle and feed insights to operations.

Skills

Broker distribution

Sales coaching

QA / Compliance

Commercial SME Insurance

Consumer Duty / FCA

MI analytics

Stakeholder management

Process improvement

Communication skills

Education

CII qualification (preferred)

Job description

Role:Quality & Competence Manager (Commercial Insurance)

Salary:£50-£55k

Location: London Liverpool Street
Elevate Your Insurance Career at Bionic!

One of our fastest growing departments within Bionic - offering outstanding progression and your Bionic funded CII qualification!

The Bionic Group

We are Bionic, the UK’s number one business comparison and switching service.It’sour mission to make it radically easier to run a small business and earn the lifetime loyalty of British businesses.

To do this, we combine world-class human service with smart technology and data. This means our tech-enabled experts can quickly match business owners with the best deals on their business essentials – energy, connectivity, insurance, and finance.

We also partner with leading price comparison websites, including Compare the Market,MoneySuperMarket,Uswitchfor Business, and Confused.com, who trust us to provide their business energy switching services.

Join Us as an Quality & Competence Manager (Commercial Insurance)

We are currently seeking an Quality & Competence Manager (Commercial Insurance)to enhance salesperformance and quality. This role willwork with our existing broking teamstodrive profitable, compliant growth byuplifting broker capability(sales practice, product knowledge, customer outcomes) andassuring qualityacross calls, files, and journeys—closing the loop with coaching,technicalcontrolsand complianceprocesstoimproves conversion, retention, and regulatory outcomes.This willbalance technical depth with a collaborative, coaching mindset to raise standards and outcomes.

Situated in our vibrant, award-winning sales floor, you will be:

• Developing brokercapabilityand coaching

• run monthly coaching cycles –reviewingbrokercallsand files and delivering structured feedback

• design and deliver learning on objection handling and creating good customer outcomes

• partner with sales leaders andtechnical controls andcompliance teams to ensure conversation diagnostics andgood broking practice ismaintainedacross teams and ongoing monitoring is managedby team leaders

• Quality Assurance

• Conductrisk basedreviews following call listening and post call audits to defined standard

• Monitor andalign action planning to regulatory compliancereviews

• Document findings andpossible remediationwhere issues have beenidentified

• Maintain an audit trail for regulatory reviews

• Continuous Improvement and Governance

• Chair monthly quality and coaching huddle – agree top themesand feedback to sales operations

• Work withTechnical and Compliance to approve wording and guardrails

• Work with Technical Controls team to ensure brokers arefollowing the right procedures andasking the right questions to fully understand the risk.

• Complying withregulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework

About You

• Experience in broker distribution, sales coaching, QA / Compliance

• ExpertiseinCommercialSMEInsurancewithstrong understanding of broker processes in a tele sales environment

• Proventrack recordindeveloping broking and sales capability in a compliant manner

• StrongunderstandingofConsumer Duty, FCA expectations and relevant controls

• Analytical mindset to interpret MI,identifypatterns andto translate QA data into practical coaching and processchanges

• Ability to build strong relationships with the operations team and sales leadershiptoact as a trusted advisor to salesareas

• Process improvementfocusto investigate root cause analysisand defineappropriatesolutions

• Exceptional written and oral communication skills

• Progress towards relevant qualifications such as CII is preferred

Upon passing probation,you’llgain 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 insuranceexpertise.

Benefits

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

Enhance your health & wellbeing

• 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

• Optionto buy/sell up to anadditional3 days leave per year

Family matters: for the special moments

• Enhanced maternity,paternityor shared parental leave

• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service

Financial wellbeing

• Auto-enrolled salarysacrificepension scheme

• Life assurance

• Season ticket Loans, salary advances & loans to buy/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 localzonely& annual awards and recognition

• Long service awards