Delagated Authority Customer Support Specialist

DA Customer Support Specialist, LondonInsurance 45,000 - 55,000 DOE 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 within the consumer duty scopeEvaluate that vulnerable customers are identified within the customer journey and that the outsourced service providers are supporting those customers appropriatelyConducting customer support, understanding assessments across the customer journey, and implementing improvement plansUndertake 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 ..... full job details .....