Service Assessor

Our Claims division is looking for a Service Assessor who are a meticulous, evidence-led professional who will hold our claims service to the standard our policyholders are promised. The Service Assessor evaluates service quality, compliance, performance standards and customer outcomes — conducting assessments, identifying improvement opportunities and recommending ways to enhance service delivery.

Key Responsibilities

Service Assessment & Evaluation

• Conduct assessments of services, documentation and service delivery processes against established standards, policies and regulatory requirements.
• Gather and analyse evidence to support assessment findings.
• Plan and execute the assessment schedule, selecting samples that are representative and risk-based.
• Conduct file, call and correspondence reviews.

Compliance & Quality Assurance

• Ensure services meet organisational, contractual and regulatory requirements.
• Identify non-compliance, recommend corrective action and monitor implementation of improvement plans.
• Assess adherence to Treating Customers Fairly (TCF) outcomes, the Policyholder Protection Rules and applicable service level agreements.
• Escalate material compliance breaches and repeat failures to the Claims H.O.D. and Compliance without delay.

Reporting & Documentation

• Maintain accurate, confidential records and a defensible audit trail for every assessment.
• Track trends and recurring issues.
• Produce monthly and quarterly quality dashboards for the Claims H.O.D., with root-cause analysis and actionable recommendations.

Continuous Improvement

• Identify opportunities to improve service delivery and operational efficiency.
• Partner with team leaders on coaching, refresher training and process refinements arising from assessment findings.
• Contribute to the review and updating of claims procedures, checklists and service standards.