Job Description
DA Customer Support Specialist, London
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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.
Delegated authority Customer Support Specialist duties include;
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* 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 scopeEvaluate that vulnerable customers are identified within the customer journey and that the outsourced service providers are supporting those customers appropriatelyConducting customer support, understanding assessments across the customer journey, and implementing improvement plansUndertake 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 wordingsSupport thematic and case-based reviews, escalating issues where required, including retrospective review for customer harms following regulatory interactions or as appropriate..
Experience required for the Delegated Authority Customer Support Specialist
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* Working within an insurance setting and ideally within delegated authority is desirableUnderstanding of Consumer duty, Vulnerable Customers and Product governance regulationAble to work independently, organised and can prioritise workload
Benefits include;
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* Hybrid working 2 days in officeOn-site lunches and a newly refurbished office25 days holiday + bank holidaysFamily-forward business with market-leading parental benefits10% Pension ContributionsPrivate 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. xkybehq 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.