Job Purpose

The successful candidate will be part of the systems development team, you will be responsible for building websites / web applications to help fulfil the company’s needs. This is a great opportunity for someone that is passionate about development and wants to learn in an exciting environment.

Duties and Responsibilities

• Write well designed, testable, efficient code by using best software development practices.
• Create website layout/user interface by using standard HTML/CSS practices.
• Integrate data from various back-end services and databases.
• Gather and refine specifications and requirements based on technical needs.
• Create and maintain software documentation.
• Stay plugged into emerging technologies/industry trends and apply them into operations and activities.
• Have regular exposure to business stakeholders and executive management, as well as the authority and scope to apply your expertise to many interesting technical problems.
• Keeping regular communication with colleagues.
• Be able to think and design in an Object-Oriented manner.

Skills and Experience

Technological Experience Desirable (don’t worry if you haven’t got all of them!):

• PHP (Including frameworks like Laravel / Lumen)
• Database (Mysql / MariaDb)
• HTML5
• CSS (Including frameworks like Bootstrap / Bulma)
• Javascript (Including frameworks like React / VueJs)
• Web Services (REST / GraphQL)
• NodeJs
• Linux
• Nginx
• Docker
• Amazon Web Services
• Jenkins

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

To manage our wide ranging portfolio of ancillary products, including writing policy wordings and making recommendations for change to existing wording and putting forward new product ideas.

Responsibilities

Operational

• Review and maintain all policy wordings to ensure that they are compliant, clear and easy to read to the policyholder.
• Keep up to date, review and communicate to the business any regulatory changes that effect policy wordings and be responsible for implementing those changes
• Understand and review product performance and make recommendations of change in order to improve the policy
• Work with our underwriters and manage the sign off of any wording changes within agreed timelines
• Attend internal stakeholder meetings to present your recommendations
• Attend meetings with our underwriters from time to time
• Liaise with our underwriters for new product development where required including supporting the team with day to day enquires on existing product
• Work with the Sales and L&D teams to assist in the creation and sign off of internal and external product training material

Compliance

• Act in accordance with the Company’s Business Ethics Policy and in line with regulatory and legal requirements
• Ensure product related queries are carried out in accordance with underwriting procedures
• Review broker compliance and trends, taking action as appropriate
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Person Specification

• Excellent communication skills, both written and verbal
• Strong customer focus with the ability to build relationships with underwriters and brokers
• Highly organised, able to prioritise work and a strong attention to detail
• Numerate with the ability to analyse information and make decisions
• CII qualified.
• A proven understanding of policy requirement including the ability to clearly read and understand policy wordings
• Experienced track record of writing policy wordings
• Good compliance and FCA knowledge
• Collaboration – ability to work effectively as part of a team.
• Initiative to deal with queries.
• Driven to achieve results.
• Ability to work under pressure
• Strong Market Awareness

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Location

This is an office based role that requires you to work from our city centre office in Norwich. You may be required to attend external meeting with suppliers or brokers from time to time.

Job Purpose

To be responsible for the administration support of the Commercial department by assisting with daily enquiries, maintenance of internal documents/spreadsheets, assisting with work flow, following up on meeting actions and distribution of request forms. The role will require a proactive and highly organised individual who has the ability to communicate effectively to other departments and external suppliers as well as ensuring that all duties are completed accurately and delivered with high quality in a timely manner.

Duties and Responsibilities

Operational

To be responsible for:

• Standard updating of policy wording and insurance product information documents, including updating of telephone numbers, standard product clauses, branding, formatting
• The updating and maintenance of product code spreadsheet including creating new codes upon request
• Sending all amended policy wordings to Defaqto for initial rating
• Carrying out online checks to ensure Brokers have implemented the most up to date policy wordings
• Assisting in the follow up of enquiries made by the Commercial Team to our suppliers
• Ensuring that Management Information from internal and external sources are received in a timely manner
• Gathering policy documents for product comparisons including online research
• Assisting in the administration and gathering of policy schedules, uploading of product information and tasks required via our Broker Platform system
• Assisting in the daily administration of the commercial inbox, including updates, follow up on actions, enquiries and ensuring that other departments are updated
• The completion and distribution of product and scheme code notification forms
• Assisting and updating the work flow via Taiga system
• Taking and following up on meeting actions
• Assisting in the producing of internal process maps
• Any other administration tasks required from the commercial team

Compliance

• To act in accordance with the Company’s Business Ethics Policy and in line with regulatory and legal requirements
• To ensure product related queries are carried out in accordance with underwriting procedures
• Review broker compliance, taking action as appropriate
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm

Skills and Experience

• Excellent communication skills, both written and verbal
• Good knowledge of Microsoft word & excel
• Highly organised and able to prioritise work with a strong attention to detail
• Ability to work effectively as part of a team
• Using own initiative to deal with queries
• Driven to achieve results
• Ability to work in a busy office environment

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

• Making outbound calls to clients to ensure their claim being progress accurately and efficiently, while providing excellent customer service.  
• Able to empathise with the customer, putting their needs first. 
• To acquire the customer and quickly, whilst detailing the benefits of utilising our services. 
• Provide excellent customer service measured in terms of outbound telephony performance, conversion performance, case work productivity and audited quality measures. 
• Ensure Claims are processed according to policy wording or contracted terms of business. 
• Support continuous improvement and process development.

Duties and Responsibilities

• Liaising with clients and suppliers over the telephone and in writing.
• Engaging with clients and taking a genuine interest.
• Follow communication scripts to ensure best practice.
• Meet personal/Team Leader set goals/targets
• Ensure all information taken is accurate
• Ensure that SLA’s and company procedures are adhered to at all times.
• Where appropriate, maximize credit hire/repair referrals and recommendations to solicitors.
• Escalating potential fraudulent claims through the appropriate channels.
• Escalating complaints through the appropriate channels.
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.

Skills and Experience

Essential:

• Good basic English and Maths skills (at least GCSE grade C or equivalent)
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Good verbal and written communication skills
• Able to deliver good customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Promote continuous development of the claims process
• Excels at operating in a fast paced environment.

Desirable:

• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to persuade and influence others.
• Ability to problem solve and generating and build on new ideas.
• Excellent coaching and mentoring skills to develop others.
• Thorough understanding of FCA regulations.
• Experience of developing and implementing process change; reducing contact centre costs and improving performance.
• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to problem solve and generating and build on new ideas.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

• Receiving ‘first notification of loss’ claims calls, and ensuring they are processed accurately and efficiently, while providing excellent customer service and good business outcomes.
• Able to empathise with the customer, putting their needs first.
• To acquire the customer and quickly select the right track to achieve good customer and business outcomes.
• Generate outbound calls and manage claim correspondence to ensure all data is complete.
• Provide excellent customer service measured in terms of inbound and outbound telephony performance, conversion performance, case work productivity and audited quality measures.
• Ensure Claims are processed according to policy wording or contracted terms of business.
• Support continuous improvement and process development.

Duties and Responsibilities

• Liaise with all parties involved in the claim over the telephone and in writing; dealing
• with external parties including witnesses, hire companies etc.
• Handle incoming calls/post/email/faxes.
• Prepare outgoing correspondence to all parties involved in the claim.
• Collecting accurate information and documents to progress the claim.
• Ensure all correspondence is filed securely in designated areas i.e. photos from accidents / repair estimates etc.
• Ensure all information taken is accurate
• Ensure that SLA’s and company procedures are adhered to at all times.
• Where appropriate, maximize credit hire/repair referrals and recommendations to solicitors.
• Escalating potential fraudulent claims through the appropriate channels.
• Escalating complaints through the appropriate channels.
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.

Skills and Experience

Essential:

• Good basic English and Maths skills (at least GCSE grade C or equivalent)
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Good verbal and written communication skills
• Able to deliver good customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Promote continuous development of the claims process
• Excels at operating in a fast paced environment.

Desirable:

• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to persuade and influence others.
• Ability to problem solve and generating and build on new ideas.
• Excellent coaching and mentoring skills to develop others.
• Thorough understanding of FCA regulations.
• Experience of developing and implementing process change; reducing contact centre costs and improving performance.
• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to problem solve and generating and build on new ideas.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

To answer incoming calls from external customers, gain an understanding of their enquiry and facilitate transfer to the correct internal or external contact.

Duties and Responsibilities

• Handle incoming calls efficiently and professionally
• Handle all incoming and outgoing calls in a compliant manner.
• Comply with Data Protection Act at all times when handling calls
• Accurately access claim information on internal and external systems, redirect call as required
• Chasing Settlements, subsequently updating systems with accurately and in a timely manner
• Administer and respond to broker queries
• Throughput of schedules and subsequent necessary actions
• Assisting with urgent matters and matters within the “to do” list
• Comply with Data Protection Act at all times when handling sensitive information and personal data.
• Accurately input and update client data and claim information on internal and external systems, action correspondence as required.
• This is a developing role where further duties may be undertaken as reasonably required and directed.

Skills and Experience

Essential:

• Good basic English and Maths skills (at least 5 GCSEs grade C or equivalent)
• Excellent verbal communication skills
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Able to deliver good customer Service.
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Excels at operating in a fast paced environment.

Desirable:

• Previous call handling/administration experience within a busy team.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

Working to ensure that the company provides the best level of service.  Continually improving both internal quality and the quality of service provided by our working partners.  To identify and manage a range of complaints that we receive, and work towards ensuring a fair outcome.

Duties and Responsibilities

Complaints:

• Handle verbal and written complaints in accordance with regulatory requirements.
• Making fair and reasoned judgments about complaint outcomes in a timely manner and in line with TCF principles.
• Liaise with suppliers regarding any issues with service provision.
• Supporting the process of delivering feedback to business areas on their complaints handling practices.
• Reviewing customer service feedback.
• To ensure departmental compliance is followed at all times, with the requirements of the firm’s own procedures, the financial services and FCA Regulations.
• To contribute to, and follow at all times, the firms policy on Treating Customers Fairly.
• To maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Quality Assurance:

• Listening to and grading claims calls against a scorecard.
• Conducting claims file audits.
• Supporting the process of delivering feedback to business areas on audit results.

Other:

• General administrative duties including mailbox monitoring.

Person Specification

Skills and Competencies

• Excellent telephone manner with the ability to quickly build a picture of customers’ circumstances and needs.
• A flair for investigation and resolution of complex queries.
• Excellent written and verbal communication skills.
• Ability to use initiative and be self-motivated.
• Ability to work under pressure situations and maintain a practical focus.

Knowledge and Experience

Essential:

• Good knowledge and experience of handling complaints
• A strong desire to provide excellent customer service
• Strong administrative/written skills

Desirable:

• Working within the insurance sector
• Understanding of FCA regulations

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None

Job Purpose

To support the MI functions; directing and performing all activities relating to the execution of data processing and maintenance, ensuring data requirements are processed to the highest standard and in line with industry regulation.

Duties and Responsibilities

• Collate, record and update company systems and spreadsheets accurately and in accordance with policies, procedures and compliance requirements.
• Prepare reports for internal and external audiences on regular and ad hoc basis.
• Acquiring data from primary and secondary data sources in order to maintain accurate databases.
• Manipulate data into predefined formats and schemas.
• Data integrity analysis; identifying problems with data and follow procedures to resolve in a timely manner, escalating and reporting problems where necessary.
• Provide timely responses to correspondence from brokers & suppliers, actively seeking information from the required sources and monitoring progress.
• General administrative tasks as and when required.
• Maintain compliance with requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.

Person Specification

Knowledge, Skills and Competencies

Essential

• Strong attention to detail and accurate keyboard skills.
• Excellent organisational skills and ability to work towards deadlines.
• Cooperative team player
• Good verbal and written communication skills
• Capacity to learn and understand business processes and procedures.
• Ability to work responsibly with sensitive data, ensuring the integrity of such data at all times.

Desirable

• Proficient user of excel and other Microsoft Office applications.
• Knowledge and understanding of relational database structure.
• Knowledge and understanding of SQL or other languages.

Experience

Essential

• None

Desirable

• Experience within a similar position or data based role.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

Direct Reports

• None