DA Customer Support Specialist

Sellick Partnership; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A well-known insurance firm in London is seeking a Delegated Authority Customer Support Specialist to join a newly formed team. This role involves implementing customer outcome monitoring and ensuring high service quality for vulnerable customers. Ideal candidates will have experience in an insurance setting and knowledge of regulations regarding vulnerable customers. This role offers hybrid working and a range of benefits.

Benefits

Hybrid working 2 days in office

On-site lunches

25 days holiday + bank holidays

Market-leading parental benefits

10% Pension Contributions

Private Medical Insurance

Qualifications

• Experience in an insurance setting, ideally within delegated authority.
• Understanding of regulations regarding Vulnerable Customers.
• Organized and able to prioritize workload effectively.

Responsibilities

• Support the implementation of the Customer Outcomes Monitoring Framework.
• Evaluate support for vulnerable customers throughout the journey.
• Conduct customer journey reviews and provide recommendations.

Skills

Insurance setting experience

Independent work and organization

Understanding of Consumer duty

Job description

DA Customer Support Specialist

London

Insurance

Delegated Authority Customer Support Specialist is required to join a well known insurance business on a permanent basis which is part of a wider global reinsurance group.

You will be joining a newly formed team within the business, responsible for assessing outsourced service providers and ensuring they deliver good customer outcomes through the new customer outcome monitoring framework.

Delegated authority Customer Support Specialist duties include

• Work closely with the Manager to support the implementation of the Customer Outcomes Monitoring Framework, which will include organising a schedule of reviews of communications and services for products within the consumer duty scope
• Evaluate that vulnerable customers are identified within the customer journey and that the outsourced service providers are supporting those customers appropriately
• Conducting customer support, understanding assessments across the customer journey, and implementing improvement plans
• 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 to include Terms and Conditions and Policy wordings
• Support thematic and case-based reviews, escalating issues where required, including retrospective review for customer harms following regulatory interactions or as appropriate

Experience required for the Delegated Authority Customer Support Specialist

• Working within an insurance setting and ideally within delegated authority is desirable
• Understanding of Consumer duty, Vulnerable Customers and Product governance regulation
• Able to work independently, organised and can prioritise workload

Benefits include

• Hybrid working 2 days in office
• On-site lunches and a newly refurbished office
• 25 days holiday + bank holidays
• Family-forward business with market-leading parental benefits
• 10% Pension Contributions
• Private Medical Insurance

To Apply, please contact Chelsey Saxon on (phone number removed) or apply now to be considered.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.