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DA Customer Support Specialist
Job Posted: an hour ago
Salary: £ 30,000 - 45,000 / Annum
Job Type: Permanent
Location: London
Expire in: a month
Job Description
DA Customer Support Specialist
London
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.
Delegated authority Customer Support Specialist duties include;
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 withinthe 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 where required, including retrospective review for customer harms following regulatory interactions or as appropriate..
Experience required for the Delegated Authority Customer Support Specialist
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 include;
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
To Apply, please contact Chelsey Saxon on (phone number removed) or apply now to be considered.
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