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Insurance Oversight and Assurance Manager

Audit Risk and Compliance

Job Number: 20872

Location: Warrington Contact Centre (1604)

Contract: Full Time / Permanent


Technical Regulatory Manager

Insurance Oversight and Assurance Manager 

Dixons Carphone Contact Centre,

Kelvin Close, Birchwood, WA3 7PB

Monday-Friday 9am-5.30pm, permanent, salary negotiable


The role

We are looking for an insurance professional to join the Financial Services area of our business.

The Insurance Oversight and Assurance Manager will be from a claims and complaints management background and have a good understanding of all relevant regulatory requirements.


You Will

· Manage Team Know How (TKH) and Carphone Warehouse post sales customer experience policies and procedures.

· Ensure that we adhere to UK and ROI regulatory requirements.

· Monitor and communicate the development of regulatory changes, customer insight, colleague feedback system capability and external trends to inform and shape improvements to the business.

· Support business as usual activities across the group from a customer experience view

· Oversee the TKH Training and Competence scheme, maintain comprehensive training records and provide Qualified Person supervision in line with the requirements of the ROI Minimum Competency Code.

· Manage and deliver internal regulatory training as necessary to meet our commitment to staff development and to meet our regulatory objectives.

· Develop, utilise and socialise appropriate management information to recognise areas of weakness and continually improve post sales customer experiences and adapt changes into procedural change and relevant training.

· Provide oversight and governance of all financial service interactions whilst seeking to improve efficiency, automating wherever possible and ensuring the right customer outcomes are always at the centre of our decision making.


You Will Need

· A recognised qualification that meets the requirements of the ROI Minimum Competence Code (see below)

· Experience obtained working within a regulated financial services business

· A natural passion for customer service and customer experience

· A structured, logical and analytical mind with and eye for detail and the ability to think pragmatically and propose solutions

· A high level of personal impact and influencing capability


Recognised qualifications

· Associate or Fellow of the Chartered Insurance Institute,

· Certified Insurance Practitioner (The Insurance Institute of Ireland),

· Accredited Product Adviser (Personal General Insurance) (Institute of Banking School of Professional Finance, LIA and The Insurance Institute of Ireland),

· Accredited Product Professional (Personal General Insurance) (National College of Ireland)

· Solicitor Member of the Law Society of Ireland

· Barrister-at-Law called to the Bar of Ireland


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service

This position has now closed.