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At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.
Assist with building the most effective relationships at all levels with customers and suppliers.
Responsibilities:
* Respond to agent and client enquiries via telephone and in writing to agreed service standards.
* Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
* Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
* Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
* Demonstrate in-depth knowledge of policy cover, recoveries, and subrogation processes, and provide guidance to internal and external stakeholders.
* Maximise subrogation and cost containment wherever possible
* Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
* Prepare and interpret performance analysis reports.
* Conduct audits of Third-Party Administrators (TPAs).
* Support the delivery and analysis of customer satisfaction surveys.
* Support the implementation and monitoring of Consumer Duty outcomes, ensuring fair value and good customer outcomes across all products and services.
* Provide specialist support for funeral-related insurance products, ensuring sensitivity, compliance, and customer care are prioritised.
Knowledge and Experience:
* Strong working knowledge of travel, personal accident, loss of licence and funeral insurance products.
* Experience working within a regulated environment, with a clear understanding of first line compliance responsibilities.
* Familiarity with FCA Consumer Duty principles and their practical application in service delivery.
* Highly articulate and confident when dealing with people at all levels – clients, brokers, customers, and regulators.
* Empathetic, flexible, and assertive customer management skills, especially in sensitive areas such as funeral services.
* Strong organisational skills with the ability to prioritise workload to tight deadlines while maintaining attention to detail.
* Strong numeric, IT, and analytical skills.
* Self-motivated and able to work effectively both independently and as part of a team.
* Proficient in Microsoft Office applications and comfortable with web-based technologies.
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