In this role, you'll carry out audits across multiple business areas, including our Contact Centre, Customer Care Team, and Network Operations. You'll assess compliance with customer and business requirements, ensuring technical accuracy, regulatory standards, and outstanding customer outcomes are consistently achieved.

You'll work across a variety of audit types, including initial customer contacts, follow-up calls, and complaints, while supporting colleagues through constructive coaching and feedback. By identifying trends and areas for improvement, you'll play a key role in driving continuous improvement across the business.

What you'll be doing

• Complete quality and compliance audits across multiple business functions.
• Ensure adherence to customer, insurer, fleet, and regulatory requirements.
• Deliver clear, constructive coaching and feedback following audits.
• Identify trends, risks, and opportunities for improvement, reporting these to management.
• Work closely with support functions to continuously improve auditing practices.
• Help maintain high standards of customer service, compliance, and technical accuracy.

What we're looking for

• A minimum of six months' service within the business.
• A consistently high standard of call quality.
• Strong customer service skills and technical knowledge of Auto Windscreens.
• Excellent communication and coaching skills.
• The ability to identify trends, investigate issues, and provide meaningful feedback.
• Excellent attention to detail and accurate data entry skills.

Development opportunities

This role offers excellent opportunities to broaden your knowledge of the entire customer journey while developing your coaching, auditing, and stakeholder management skills. You'll gain valuable insight into insurer and customer requirements, work closely with managers across the business, and play an important role in shaping quality and compliance standards.