Quality Co-ordinator - Secondment

Secondment - 2 months

Hours: Full-time - 37.5 hours per week

Salary: £26,812 per annum - £27,846 per annum 

Based: Home working and Office - 2 days per week in Southend office

We are recruiting a Quality Coordinator on a 2 month secondment basis, who will act as an essential 'second line of defence' by evaluating various outputs such as calls, correspondence, emails, live chats, and other operational processes.

This role involves providing managers with constructive feedback according to established quality standards, with the aim of improving the overall service quality provided by the Group.

Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well-known household brands and high street retailers, such as John Lewis Partnership and Ticker Insurance to name a couple, to transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.

• Responsible for the administration of the Red Box system
• Responsible for the administration of NPS/CES & CSAT via BizVu system
• Complete second line checks on calls, correspondence, live chat and other business processes within agreed timescales

What do I need?

• Call handling experience in a Customer Services environment
• Proven experience in Quality Assurance and or a Team Leader role
• Ability to understand the importance of confidentiality in handling customer personal data 

At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.

Our comprehensive benefits package includes:

• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Eye Care Vouchers including discount on glasses
• Pension Scheme
• Health cash plan
• Incentive of £250 on Refer a friend scheme
• Social company events, we want you to be part of the Hood Group community
• Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group
• We will supply your laptop and any other necessary professional equipment as required