Delagated Authority Customer Support Specialist

Sellick Partnership (Legal) Limited; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A prominent insurance firm in London seeks a Customer Support Specialist to join their new team. This permanent position involves supporting customer outcomes, evaluating communications, and ensuring service quality through reviews. The ideal candidate will have insurance experience and an understanding of consumer duty regulations. Benefits include hybrid working, generous holiday, and private medical insurance. Contact Alfie Paul to apply and join an inclusive workplace.

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, preferably within delegated authority.
• Understanding of regulations related to consumer duty and vulnerable customers.
• Ability to effectively prioritise and manage workload.

Responsibilities

• Support implementation of the Customer Outcomes Monitoring Framework.
• Evaluate support for vulnerable customers in the journey.
• Conduct customer journey and website reviews for quality improvements.
• Test communications for clarity and compliance.
• Escalate issues as needed, including customer harm reviews.

Skills

Independent working

Organisational skills

Knowledge of Consumer duty

Understanding of vulnerable customer needs

Job description

DA Customer Support Specialist, London

Insurance

£45,000 - £55,000 DOE

Overview

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, 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.

Qualifications

• 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.

Contact

To Apply, please contact Alfie Paul on 0161 834 1642 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.