Continuous Improvement Specialist

Job Title

Continuous Improvement Specialist

Lead Business Change Manager

Up to £35,000

40 hours per week (Monday to Friday)

Remote (with travel to our Bournemouth and Isleworth offices)

Are you ready to elevate your career in a dynamic and innovative environment? At Protect Line, we are searching for an exceptional Continuous Improvement Specialist — an analytical expert who thrives on uncovering the truth and enhancing business practices with integrity and precision.

Investing in Our People to Protect Yours - At Protect Line, we believe that investing in every employee provides a platform for opportunity and growth. Helping people become the best version of themselves is key to delivering an exceptional service that stands out for its authentic care and trust. We view protection as a promise for the future, focusing on keeping our promises, so you can keep yours.

Care, Collaborate, Dare, and Deliver aren’t just words on a wall—they guide our actions, define how we interact with each other, and shape the way we serve our customers.

As a key member of the business change team, you will investigate conduct risks and identify and close gaps in training and processes. This role directly supports our three core pillars of Customer, Culture, and Commerciality by driving positive customer outcomes, helping support and educate employees, and supporting a strong, sustainable business.

• Investigate with Integrity:
  Conduct thorough and impartial investigations into conduct-related issues.
• Evidence-Based Analysis:
  Produce findings supported by solid evidence, making actionable recommendations to improve business practices.
• Collaborate for Impact:
  Work collaboratively with our Compliance and Competence teams to provide guidance and coaching, preventing future conduct risks.
• Drive Compliance Excellence:
  Ensure investigations lead to great customer outcomes and maintain regulatory compliance.

• Conduct impartial investigations by reviewing cases and gathering evidence such as call logs and CRM data.
• Analyse management information (MI) to detect patterns, validate findings, and quantify impacts on opportunity, customer experience, and compliance.
• Produce clear findings and recommendations, addressing root causes and proposing actions like education, SOP changes, and access controls.
• Collaborate with Compliance to undertake risk analysis and work with Competence on coaching plans and training.
• Track remediation processes to closure and report trends to senior leadership, Compliance, and Quality Assurance, maintaining accurate audit trails.

• Analytical Excellence:
  Critical thinking and problem-solving mentality.
• Proactive Innovator:
  Take initiative to anticipate challenges and drive continuous improvement.
• Report Writing Expert:
  Craft clear and unbiased reports that effectively convey findings and insights.
• Engaging Communicator:
  Excel in building rapport and fostering strong relationships through effective communication.
• Detail-Oriented: A keen focus on attention to detail and quality.
• Desirable
  
  Skills:
  
  Knowledge of analytic tools, familiarity with sales operations workflows, and understanding of Consumer Duty / FCA expectations.

• Enhanced Family Leave:
  Generous maternity, paternity, adoption, and surrogacy packages offer substantial support during those important life changes.
• Flexible Time Off:
  Holiday entitlement raising on length of service as well as the opportunity to purchase additional leave or convert unused days into extra pay! Plus, take paid leave for appointments, emergencies, or any of life’s surprises.
• Celebrate Life:
  Enjoy extra paid days off for birthdays, weddings, new home purchases and your child’s first birthday.
• Professional Benefits Scheme:
  Tailored rewards for technical and professional support staff, including training allowances, desk support packages, wellbeing support and car allowances. It’s designed to support your growth, enhance your work environment, and acknowledge your vital contribution to Protect Line’s success.
• Paid Charity Work:
  Make a difference with our 'Day to Make a Difference'…