Lettings Insurance - Quality Control Co-ordinator

Banking, finance, insurance
East Midlands
Not specified
Contract type:
Full time
Salary description:
Specialist areas:
Quality assurance (main), Audit/assessment, Consultancy, Health and safety, Operational improvement, Project management, Risk management
Start Date:
Job Ref:

Our Purpose:

We bring people and property together: "Whatever you need, we have the expertise and the network to help. Property can be complex so that's why we're here - to help you realise your goals, and turn your dreams into a reality".

Our Vision:

We want our people, customers and investors to be proud of us. By 2021 we will be:

The most recommended company in the property sector
Recognised as one of the best places to work in the UK
Transforming the reputation of our industry
Celebrated for excellent sustainable financial performance

Our Values:

Personal: We are a people business. We treat everyone with respect. We care about our customers and about each other. We work hard as a team and have fun when we can.

Responsible: We always try to do the right thing. We listen and we take time to understand. We always tell the truth, even if it's bad news. We take responsibility for our actions. When things go well, we celebrate our success. When we get it wrong, we say so and learn from our mistakes.

Straightforward: We keep it simple. We deal with complicated things so our customers don't have to.

Passionate: We love working with property. We work hard, because what we do really matters.

Countrywide Residential Lettings

At Countrywide we offer a full range of services that help put people and property together; that includes the businesses that people run. There are many parts to the property industry, and different types of customers. We help and assist all of them.

We recognise that property is complex and our aim is to make it simple; we worry about it so that our customers don't have to.

The Role

The day to day support of the branch network in the sale of General Insurance products (Landlord Buildings & Contents & Tenant Content). Completing audits of sales to ensure that they meet the FCA requirements for the sale of insurance products, as well as our own internal operating processes. Being a subject matter expert on the AXA Sandpiper system and Lettings Insurance processes

Examples of what you will be doing:

Monitoring all requests for support regarding either the AXA Sandpiper system (or similar) or lettings insurance sales queries via the dedicated lettings insurance support email address. Raising tickets with CGI where necessary or escalating to Head of Operations if need to report to AXA directly.
Logging all support calls in order to demonstrate response times and resource
Ensuring you have a comprehensive understanding of the current Lettings Insurance products being sold through the branch network in order that you can support and assist the branch network with any queries
Processing requests for new users to have access to the AXA Sandpiper system (or similar) and ensuring that all security and compliance requirement before instructing CGI to add user to required security groups
Following up all new users requests to ensure that Branch Managers have complied with the New Starter Process for AXA Sandpiper System and submitted the required observation forms.
Carrying out quality control audits on various areas of the sale of general insurance within the lettings branches, to ensure that all are compliant with the currently agreed audit matrix.
Assisting with the annual (and other periodic) compliance auditing of branches and colleagues to ensure that the full requirements of CPS are met
Maintaining comprehensive records of the results of all quality control audits in order that these can be submitted to CPS as part of their auditing of CRL processes and sales
Completing weekly dashboard, reports and general MI relating to the areas covered by your role.
You are responsible for being aware of your own training and development needs and identifying those needs to your Line Manager. You will be expected to engage in continual development of your knowledge regarding the insurance products and policies offered by the company, as well as other company or departmental processes and procedures with training via iLearn or face to face training
General administration relating to the job function including attending departmental meetings
Any other office or departmental functions that may be requested from time-to-time.

Experience you have that will set you up for success:

Experience within residential property environment preferable
Quality Control and Auditing experience preferable
First class customer service skills
Excellent organisation, prioritisation and time management skills with a strong attention to detail
Ability to work proactively and comfortable / excited at using their own initiative in a fast paced environment where priorities can change regularly
Strong communication, influencing and relationship skills, with a strong customer centric approach (comfortable working with colleagues at all levels within the organisation)
High levels of energy, drive, enthusiasm with a passion for developing themselves and being an active and supportive member of a high performing team
High level of competency in IT along with excellent written and spoken English

Communication and Working Relationships


Colleagues at all levels throughout the Group


Members of the public (tenants, landlords) , diverse external partners such as service providers, agencies, legal representatives and Insurers etc

Other helpful things to know:

This role reports to Tracy Fisher, Head of Operations and Philippa Cassidy, Team Manager
This role will be based on site at the LSC at Countrywide House, Lakeview Drive, Nottingham
This role does not carry direct reports


£18,000 annual salry plus a wide range of Group benefits


Software, lettings, customer service, health & safety, insurance

Closing Date:
Contact Details:
Contact: N/A

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