DA Customer Support Specialist

3 days ago

Greater London, United Kingdom Sellick Partnership Full time

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 #J-18808-Ljbffr

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