About The Role
About the Role
We’re excited to offer a fantastic opportunity to join our Legal Services team as aQuality Assurance Consultant. This role sits within our Supplier and Governance team and plays a key part in maintaining and enhancing the quality of service across various teams within Legal Services Operations.
You’ll support the delivery of high-quality legal advice or claims handling by monitoring calls and claim, identifying trends, and providing coaching and feedback. Working closely with our Training and Quality Manager, you’ll also help shape and on occasion, deliver training materials to support continuous improvement across the operation.
Our Legal Services teams provide support to RAC members and corporate partners across a wide range of private legal matters and Legal Expenses Insurance (LEI) claims. This includes:
* TheLegal Advisory team, offering legal advice on private law matters.
* TheULR Claims team, handling Uninsured Loss Recovery claims.
* TheAccident Care team, supporting client interactions following an RTA
* TheLegal Network team, working with our panel of solicitors to monitor legal costs.
What You’ll Do
* Deliver exceptional service by supporting the quality of legal advice and/or claims handling across all Legal Services teams.
* Undertake quality assurance monitoring of calls and claims to identifying trends and areas for improvement.
* Provide coaching and feedback to team members to support their development.
* Collaborate with the Training and Quality Manager to draft, update and deliver training materials.
* Support the resolution of internal complaints when required, ensuring customer satisfaction remains a priority.
* Stay up to date with industry developments, internal policies, and procedures.
What You’ll Need
* Alaw degree or equivalent legal/insurance qualificationis desirable but not essential.
* Experience in acustomer-facing role(minimum 6 months).
* Excellentverbal and written communicationskills.
* Strongattention to detailand the ability tomultitaskeffectively.
* A proactive approach tocoaching,quality assurance, andcontinuous improvement.
What We Offer
At RAC, our colleagues go above and beyond to create peace of mind for our members. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits: Eligibility to join our annual bonus scheme. Colleague Share Scheme – a unique opportunity to become an owner of our business and share in the future success of RAC. Holidays (amend according to Grade) i.e. 23 & bank holidays rising to 25 with service OR 25 days & bank holidays. Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings. 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering. Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options. FREE RAC Ultimate Complete Breakdown Service from Day One. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
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