Policy Operations Assistant

Policy Operations Assistant

Location: Hybrid to Whitstable working 1 day per week in the office and 4 days remote. Haywards Heath and Manchester offices may be considered.

We are seeking a Policy Operations Assistant, who will provide essential administrative support to the Policy Operations team, ensuring the seamless execution of policy related activities. You will deliver exceptional customer service to our insurance brokers via telephone and email, addressing their queries and assisting them in providing an outstanding service to our mutual clients.

Other responsibilities include assisting with data entry and ensuring that policies are accurately maintained. You will also work closely with other areas of the business to ensure cohesive operations and effective communication across departments.

Your role is crucial in helping brokers either sell or maintain policies with us, thereby contributing to the overall success of the business.

Key Responsibilities

Deliver excellent service to insurance brokers via phone and email, resolving queries and supporting customer outcomes.

Consistently achieve the best outcomes for customers in line with Customer Care standards.

Manage calls, tasks, and requests efficiently, meeting agreed processes, SLAs, and KPIs.

Process policy transactions and broker requests within authority levels, escalating where required.

Maintain data protection, confidentiality, quality, and productivity standards.

Support a multi-skilled team by sharing knowledge and reducing key person dependency.

Build strong relationships with internal stakeholders and external partners.

Identify and escalate process inefficiencies and business risks.

Support SMCR and Operational Resilience requirements by maintaining accurate process documentation.

Deliver against individual objectives, KPIs, and SLAs.

Contribute to continuous improvement initiatives, projects, and process enhancements.

Take ownership of personal development and maintain relevant regulatory knowledge.

Comply with all company policies, regulatory requirements, and Consumer Duty obligations.

Champion the Company’s Customer Charter and EFFORT values.

About You

Experience in general insurance, particularly motor and home underwriting.

High attention to detail with excellent administrative and organisational skills.

Ability to prioritise tasks and meet deadlines independently and as part of a team.

Adaptable and enthusiastic, able to respond positively to changing priorities.

Excellent written, verbal, and telephone communication skills.

Excellent numeracy skills.

Proficient in Microsoft Office, particularly MS Word, Excel and Teams.

Strong problem-solving, analytical and decision making skills

Ability to maintain positive relationships with key stakeholders