We have a fantastic opportunity for an organised, forward-thinking individual to join us as a Quality Assurance Officer in our Retirement Advice department. This is a permanent role, offered on a part-time basis of 21 hours per week.
As a leading UK life and pensions mutual insurer with a proud history dating back to 1843, we exist to help people live financially confident lives – protecting their income while they work and maximising it when they stop. Today, over one million members and customers trust us to look after their futures, families and finances.
Joining us means becoming part of a team that puts our members, customers and advisers at the heart of everything we do.
We’re committed to creating an inclusive culture where colleagues can thrive. We are proud to have built a workplace where our colleagues feel welcomed, respected, supported and valued – reflected in our recognition as one of the Financial Times UK’s Best Employers in 2025 and 2026.
We celebrate individuality and believe our differences make us stronger, so bring your true self and help shape the future of LV=.
Within this key role, you’ll provide independent quality assurance of regulated advice and non-advisory sales processes by assessing whether regulatory obligations have been met and that good customer outcomes have been achieved.
Key Accountabilities
- Delivering quality assurance assessments for advised and non-advised sales activity to contribute to the overall delivery of the business plan, through methods including call reviews, desk-based assessments of documentation and customer feedback.
- Providing valuable feedback to support the ongoing competence of LV= advisers.
- Proactively identifying any common themes, producing conclusions and proposing appropriate solutions to the Training & Competence Manager.
- Developing a robust understanding of complex advice processes and risks being managed within the business.
- Contributing ideas and initiatives to support the development and maintenance of effective and efficient quality assessing methodology.
- Providing clear, timely and constructive feedback on assessments, ensuring that feedback is always factual and fair.
- Ensuring accurate and robust record keeping of file assessment results to support MI reporting.
- Consistently meeting required standards defined by the LV= Risk Management function and external regulatory bodies.
- Driving continuous professional development to maintain competence and uphold appropriate records, aligning to behaviours and diligence expected from LV= advisers.
- Continually developing skills and knowledge of financial services to ensure that the changing needs of retail customers are met.
- Sharing your experiences and providing coaching to other members of the team.
- Attending feedback and working forums with representatives and presenting feedback on cases reviewed.
About You
Our ideal candidate will…
- Have a background of working within financial services, with an understanding of FCA regulations.
- Be experienced in accurately completing effective quality assessments of At Retirement and investment advice, and delivering feedback in a clear, constructive manner.
- Possess knowledge of the At Retirement and investment marketplaces across a range of products.
- Understand the importance of excellent customer service and advice principles and practices and ensure these are always implemented.
- Be analytical, with the ability to interpret, prepare and provide key data accurately.
- Be an excellent team player, with a focus on delivering both individual and team goals.
- Build and maintain strong working relationships with colleagues and stakeholders, ensuring stakeholder management is a priority and being able to clearly communicate effectively with a range of people at varying levels.
- Competently make decisions, be able to apply good judgement and utilise influential and negotiation skills.
- Be numerate and demonstrate good IT skills, with the ability to use programmes such as MS Office.
- Hold or be working towards an RO4, Diploma in Financial Planning or Regulated Financial Planning.
- Understand the MCOB sourcebook (mortgages and home finance) and have experience in mortgage administration and advice (desirable but not essential).
- Hold an ER1 (chartered institute equity release), CF6 and CF8 qualification or equivalent (desirable but not essential).
Rewards & Benefits
At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work, including:
- 26 days' holiday – which increases after two years’ service to 28 days (adjusted for your shorter contracts)
- The opportunity to buy or sell up to five days’ holiday
- An annual bonus scheme based on company and personal performance
- Cycle to work scheme
- A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% - subject to National Minimum Wage requirements
- Up to 20% discount on our life products for you and your immediate family
- Free parking is available on-site, offered on a first come first served basis
- Free tea and coffee-making facilities are also available in the office, including dairy and dairy-free milk
- Access to on-site Mental Health first aiders and our free, 24-hour employee EAP helpline.
Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.