This role sits within the Corporate Broker Solutions Team and is responsible for managing and triaging all incoming quote requests and adviser queries within the Group Protection business. Acting as a key gateway into the organisation, the role ensures that all requests—regardless of size or complexity—are assessed, prioritised, and directed efficiently to the appropriate teams.
As a critical first touchpoint for advisers, the role plays a vital part in shaping the adviser experience, delivering an exceptional standard of service while supporting efficient processes and positive customer outcomes.
Key Responsibilities
* Quote & Query Management
* Manage incoming broker requests, including quote submissions and general queries.
* Triage all quote requests to determine the appropriate handling route.
* Ensure accurate and timely allocation of work across teams.
* Prioritisation & SLA Management
* Assess and prioritise tasks based on urgency, complexity, and SLA requirements.
* Ensure adherence to service level agreements and turnaround expectations.
* Decision Making & Routing
* Determine the most appropriate pathway for each quote request
* Completion via online platforms
* Referral to underwriting teams
* Requesting additional information from advisers
* Ensure all requests align with Group Protection business requirements.
* Deliver a high‑quality, professional first interaction with adviser partners.
* Provide clear communication and guidance throughout the triage process.
* Contribute to a seamless and positive adviser journey.
* Process Ownership & Improvement
* Support and maintain efficient triage and workflow processes.
* Identify opportunities to enhance service delivery and operational efficiency.
* Collaborate with wider teams to drive continuous improvement.
* Work closely with underwriting, sales, and operational teams to ensure smooth handling of requests.
* Act as a central coordination point within the wider Corporate Broker Solutions function.
Key Skills & Experience
* Strong organisational and prioritisation skills with the ability to manage multiple requests simultaneously
* Excellent attention to detail and decision‑making ability
* Strong communication skills, both written and verbal
* Customer‑focused mindset with a commitment to delivering high‑quality service
* Ability to work effectively within a team environment
* Customer centricity
* Problem solving and decision making
* Time management and prioritisation
* Process efficiency and continuous improvement
What We Offer
* Opportunity to play a key role in a major post‑acquisition integration initiative.
* Exposure to senior stakeholders and strategic decision‑making.
* Collaborative, supportive environment with strong emphasis on delivery excellence.
* Hybrid working and competitive benefits.
We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences.
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