This range is provided by Sellick Partnership. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Sellick Partnership
Delegated Authority Customer Support Specialist
Location: London, England, United Kingdom
Industry: 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.
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 when 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
Application
To Apply, please contact Alfie Paul on 0161 834 1642 or apply now to be considered.
Additional Information
- Base pay range: Information provided by Sellick Partnership
- Seniority level: Not Applicable
- Employment type: Full‑time
- Job function: Legal
- Industries: Insurance, Insurance and Employee Benefit Funds, and Insurance Agencies and Brokerages
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