Delagated Authority Customer Support Specialist

Sellick Partnership; City Of London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A well-known insurance business in London is seeking a Customer Support Specialist to ensure positive customer outcomes through monitoring frameworks. This role involves close collaboration with managers, evaluating outsourced providers, and conducting assessments to enhance service quality. Ideal candidates will have experience in insurance and understanding of relevant regulations. The company offers a hybrid working model, generous leave, and market-leading parental benefits.

Benefits

Hybrid working 2 days in office

On-site lunches

25 days holiday + bank holidays

10% Pension Contributions

Private Medical Insurance

Family-forward business with market-leading parental benefits

Qualifications

• Experience in delegated authority is desirable.
• Familiarity with regulations regarding vulnerable customers.

Responsibilities

• Support implementation of the Customer Outcomes Monitoring Framework.
• Evaluate vulnerable customers' support within the journey.
• Conduct customer journey and sales reviews for service quality.
• Provide feedback on communications and recommend improvements.
• Test customer understanding and compliance through reviews.
• Support thematic and case-based reviews of customer issues.

Skills

Experience working within an insurance setting

Understanding of Consumer duty

Ability to work independently

Organisational skills

Prioritisation of workload

Job description

DA Customer Support Specialist, London

Insurance
£45,000 - £55,000 DOE

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.

Responsibilities

• Work closely with the Manager to support the implementation of the Customer Outcomes Monitoring Framework, including 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.
• Conduct 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.

Qualifications

• Experience 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

• 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.

How to Apply

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

Equal Opportunity Statement

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.