Quality & Competence Manager (Commercial Insurance)

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’s our 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, Uswitch for Business, and Confused dot 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 sales performance and quality. This role will work with our existing broking teams 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 process to improves conversion, retention, and regulatory outcomes. This will balance technical depth with a collaborative, coaching mindset to raise standards and outcomes. Situated in our vibrant, award-winning sales floor, you will be:

• Developing 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 and technical controls and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams and ongoing monitoring is managed by team leaders
• Quality Assurance
• Conduct risk based reviews following call listening and post call audits to defined standard
• 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
• Continuous Improvement and Governance
• 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.
• Complying with regulatory 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
• 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 to 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 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 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/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 zonely & annual awards and recognition Long service awards