Product & Customer Outcomes Assistant

Antares; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Antares is seeking a knowledgeable professional to join its Product Team as a Product & Customer Outcomes Assistant in London. You’ll support fair value assessments, track customer outcomes, and assist with complaints oversight to ensure compliant governance.

You will work with underwriters, Risk and Compliance to deliver insights, maintain monitoring logs, and promote regulatory compliance while keeping customer needs at the centre of decision-making.

Qualifications

• Knowledge of the UK personal lines or SME commercial insurance market.
• Experience in insurance complaints handling, customer administration or oversight.
• Awareness of delegated authorities, portfolio management and core insurance principles.
• Clear communication, numerical and analytical skills.

Responsibilities

• Support oversight of new and existing products and services.
• Review complaints data, identify trends and elevate breaches to improve customer outcomes.
• Promote fair treatment and compliance with Consumer Duty and other regulatory requirements.
• Keep customer outcomes central to decisions while supporting financial objectives.
• Monitor whether products and services meet the needs of vulnerable customers.
• Support Product Fair Value Assessments and maintain monitoring logs and control registers.
• Build effective relationships with coverholders and other stakeholders.
• Analyse complaints MI, dashboards, KPIs and third-party data, reporting insights as required.

Skills

Insurance product knowledge

Complaints handling

Regulatory compliance

Data analysis

Communication skills

Independent working

Education

A-levels / degree or equivalent

Job description

At Antares, our success starts with our people. We’re a collaborative and an inclusive organisation where every voice is valued, and every individual can grow and thrive.

We combine deep expertise with a supportive culture to deliver outstanding results for our clients and a fulfilling experience for our colleagues.

Whatever stage of your career you'll find a place to belong, contribute, develop and we’d love to hear from you.

The Product & Customer Outcomes Assistant will support AICL’s Product team in delivering products that meet customer needs, provide fair value and achieve good customer outcomes.

You will maintain Fair Value Assessments and Target Market Statements, analyse customer outcome data, identify trends and root causes, and support complaints administration, delegated complaints oversight and FOS escalations.

Working with underwriters, Risk, Compliance and other stakeholders, you will help ensure effective product governance and compliance with regulatory requirements.

You will also prepare clear analysis and insights for the monthly Product Oversight Group and relevant underwriting forums.

What you will do:

• Support oversight of new and existing products and services.
• Review complaints data, identify trends and elevate breaches to improve customer outcomes.
• Promote fair treatment and compliance with Consumer Duty and other regulatory requirements.
• Keep customer outcomes central to decisions while supporting financial objectives.
• Monitor whether products and services meet the needs of vulnerable customers.
• Support Product Fair Value Assessments and maintain monitoring logs and control registers.
• Build effective relationships with coverholders and other stakeholders.
• Analyse complaints MI, dashboards, KPIs and third-party data, reporting insights as required.

What we are looking for:

• Knowledge of the UK personal lines or SME commercial insurance market.
• Experience in insurance complaints handling, customer administration or oversight.
• Awareness of delegated authorities, portfolio management and core insurance principles.
• Strong administrative, numerical and analytical skills.
• Clear communication, presentation and relationship-building skills.
• A practical, collaborative approach to problem-solving, with the ability to work independently.
• A-levels, a degree or equivalent; working towards a CII qualification is desirable.