DA Customer Support Specialist

Munich Re; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A major insurance provider in London is seeking a professional to assess customer outcomes through monitoring frameworks. You will collaborate with stakeholders to improve service quality and support vulnerable customers. Ideal candidates have experience in insurance products and a solid understanding of customer governance. This full-time role offers a hybrid work environment and a competitive benefits package.

Benefits

25 days annual leave with options to purchase more

Private medical insurance

Employers' contributory pension of 10%

Fully paid 6 months family leave

Qualifications

• Experience in assessing customer outcomes and service quality.
• Ability to conduct reviews and evaluations effectively.
• Strong organizational and independent working skills.

Responsibilities

• Support implementation of Customer Outcomes Monitoring Framework.
• Evaluate vulnerable customers during the customer journey.
• Drive identification and mitigation of poor customer outcomes.
• Drive identification and mitigation of poor customer outcomes.
• Contribute towards the production of formal reports.

Skills

Experience with primary insurance products

Understanding of Consumer Duty

Senior stakeholder management

Report writing

Ability to work independently

Job description

Location: London, LND, GB

Job Type: Full-Time

Work Mode: Hybrid

Job Level: Professional

Job ID: 11007

Company: Great Lakes Insurance SE

Employment Type: Regular

Area of Expertise: Client & Customer Management

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia.

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role

This role is responsible for assessing outsource service providers are delivering good customer outcomes through the application of the Great Lakes customer outcome monitoring framework. It involves conducting customer support and understanding assessments across the customer journey and executing improvement plans. The role requires collaboration with Risk & Compliance, DA partners, and internal stakeholders to identify risks, improve service quality, and report findings to senior managers.

Key Responsibilities

• Support the implementation of the Customer Outcomes Monitoring Framework by organising a schedule of reviews of communications and services for products that fall within the scope of Consumer Duty.
• Evaluate that vulnerable customers are appropriately identified and considered at key points in the customer journey and thatoutsourced service providersare appropriately supporting customers with vulnerabilities.
• Undertake customer journey reviews, website reviews, and high frequency testing of sales journeys, for service quality and make recommendations to remove friction from customer journeys to enhance service quality.
• Evaluate communications (written and verbal) against defined standards, providing feedback and recommendations.
• Regularly test and sample customer communications for customer understanding, clarity, fairness, and compliance through high-frequency reviews. Test customer understanding of key documents (e.g. T&Cs, policy summaries, IPIDs, policy wordings).
• Support thematic and case-based reviews, escalating issues where required, including retrospective review for customer harms following regulatory interactions or as appropriate.
• Drive identification and mitigation of poor customer outcomes in coverholder, product, and claims arrangements
• Contribute towards the production of formal reports (e.g. Consumer Duty Report and updates on various plans).
• Support the assessment of the delegated partners Consumer Duty frameworks as part of the on-boarding process and ongoing oversight.
• Contribute where appropriate, to cross-functional initiatives (e.g. Consumer Duty Representatives Team, Virtual Client Teams, Data team).
• Undertake any other duties that fall within the remit of the Delegated Authority Conduct Management function, including activities arising through business developments, regulatory changes, or as reasonably requested by senior leadership and the business.

Competencies

Nimble learning (we think big) – you actively learn by tackling new problems and trying out new solutions, quickly learning from both successes and failures.

Collaborates (we lead the ‘we’) – you work together with others in your team, the department and wider business (where relevant) to meet shared commitments.

Optimises work processes (we grow with our clients) – you know the most effective and efficient processes to get things done and are constantly assessing how they can be improved.

Resourcefulness (we care and dare) – you find a way to get things done with the best use of the resources available to you, knowing when to ask for support from others, but also offering your support to others where you feel your expertise, knowledge and skills can add value.

Communicates effectively (we are clear and authentic) – you communicate clearly and appropriately with your audience. You also share ideas, learn from others and keep stakeholders informed about progress, problems, opportunities and solutions, soliciting feedback along the way.

Key Skills & Experience

• Experience of primary insurance products and services and experience with delegated authority is desirable.
• Understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Able to work independently, is organised and can prioritise workload
• Senior stakeholder management, report writing and presenting.

Thought Leaders

You will demonstrate inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well.

You will treat your colleagues and sales and business partners fairly and with respect.

Regulatory & Conduct Requirements

In addition to the responsibilities set out above, the role/function will also become responsible for:

• Ensure compliance with Insurance Distribution Directive
• Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules

Benefits

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%. We are one of the few employers to offer fully paid 6 months family leave for times when you need it the most.

Diversity, Equity & Inclusion

At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for! All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.