Delagated Authority Customer Support Specialist

Sellick Partnership Limited- In-House; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A well-known insurance business is seeking a Customer Support Specialist to join their team in London. This role involves assessing outsourced service providers to ensure they deliver quality customer outcomes while implementing a new monitoring framework. Candidates should have experience in insurance, particularly with vulnerable customers and product governance regulations. The position offers hybrid working with benefits including 25 days of holiday, private medical insurance, and a robust pension scheme.

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

• Experienced in working within the insurance sector.
• Knowledge of delegated authority is desirable.
• Ability to work independently and manage priorities.

Responsibilities

• Support the implementation of the Customer Outcomes Monitoring Framework.
• Evaluate vulnerable customers' identification and support.
• Conduct reviews and implement improvement plans for service quality.
• Test communications for understanding and compliance.
• Escalate issues as required and conduct case-based reviews.

Skills

Insurance expertise

Understanding of Consumer duty

Organizational skills

Independence

Ability to prioritize workload

Job description

Overview

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, 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.
• 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.

Experience required

• 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.

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.