Customer Support Assistant

Company
Great Lakes Insurance SE
Location
London , United Kingdom

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE:

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities connected to the reinsurance core business and progress opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and with branch offices in UK, Ireland, Switzerland, Italy and Australia.

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role:

We are seeking a Customer Support Assistant to ensure that customers of our retail insurance products receive the support they need when they contact us directly and to assess that selected third parties are meeting our expected customer support standards where we outsource the responsibility to them. You will report into the Head of Operations. You will work on a Hybrid working model, with the office based in London.

Responsibilities:

• Support the Manager to organise and complete assessments of the support provided by outsourced service providers who distribute and/or service products in scope of the FCAs (Financial Conduct Authority) Consumer Duty on behalf of Great Lakes. Specifically evaluate written and verbal communications against a set of standards to test that it meets the requirements.

• Identify opportunities for Great Lakes to meet the Consumer Principle (Principle 12) ‘A firm must act to deliver good outcomes for retail customers’ through assessments and monitoring remedial plans.

• Manage the mail and the general enquiries & complaint inboxes. Forward mail/emails to the appropriate internal manager or external third party.

• Answer emails, phone calls and letters from retail customers, ensuring they receive the support they need and that the standards set out in the FCA’s Consumer Duty rules, and the Great Lakes Vulnerable Customers policy are met.

• Handle enquiries directly addressed to the Complaint Management Function. Identify and record any complaints and acknowledge the complaint within 5 days. Get in touch with internal and external third parties to gather information pertinent to the matters raised by the customer. Draft a response and coordinate with the Manager to reply with 8 weeks of receiving the complaint.

Competencies:

Optimises work processes You know the most efficient processes for proactiveness and are constantly assessing how it can be done better.

Resourcefulness You find a way to work with the resources available to you to complete a task.

Communication You communicate effectively with your audience. You also share ideas, learn from others and keep stakeholders informed about problems, opportunities, progress and solutions.

Collaborate You work together with others in your team, the department and wider business (where relevant) to meet shared goals.

Learn You learn by resolving new problems and trying out new solutions and quickly learning from both successes and failures.

Experience:

• Understanding of the FCA’s Dispute Resolution and Consumer Duty rules

• Experience having worked in a customer facing role in financial services

• Communication- both verbal and written

Thought Leaders:

You will demonstrate inclusive behaviour and encourage your colleagues to help create an inclusive culture.

You will treat your colleagues, sales and business partners fairly and with respect.

In addition to the responsibilities set out above, the role will be responsible for: Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules.

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%.

Here at Munich Re we want to offer our staff the opportunity to grow in an exciting, driven and diverse working environment. We believe that your enthusiasm to apply your outstanding knowledge crafts the future, the future of our clients, of Munich Re and of course your own.

Munich Re is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees.