Job Description

About Us

Riverside Underwriting Ltd is an insurance intermediary offering mainly excess reimbursement insurance policies, through our retail brand Questor Insurance and partner network. We also operate across Europe via our sister company, Riverside Insurance Malta Agency Limited.

We operate from a newly refurbished office located in Maidstone Town Centre, and we are a small friendly team.

We have a 12-month fixed term contract (with the possibility to extend) available to cover our Customer Resolution Manager whilst on maternity leave. This role is working for the directors of the company and involves managing a small Customer Service function.

Job duties are highly varied, and every day is different. We have listed the job description and ideal experience below but please note that full training will be provided and there will be an in-depth handover period. If you have experience with some of the job description requirements, we want to hear from you.

Wordings:

- Contract management of insurance products, making amendments when required and maintaining contracts

- Drafting of insurance policy documentation which includes endorsements, new products and updates to current product offerings

- Developing our current products to ensure we remain competitive with market changes

- Assisting with the implementation of new products and amendments

- Drafting and publishing correspondence for customers, including renewal invitations and sales processes

- Report to Underwriters with policy amendments and new wordings

Complaints:

- Responsible for all complaints, including escalated cases such as FOS/Arbiter cases.

- Investigating and responding to all complaints fairly and impartially

- Keeping complaint records up to date and completing end of month reports

- Responding to all negative reviews left for the business

- Reporting on complaint outcomes and negative reviews in a monthly Product Review meeting, identifying root causes to further improve our products and customer satisfaction

Customer Services:

- Supervising and leading a small team of Customer Service Specialists, ensuring the service provided meets our standards and targets

- Monitoring service levels and workload, assisting the individuals with prioritising their day to ensure work is completed

- Handling more difficult customer queries

- General management of the team including end of month reports, individual reports, training and overseeing

- Assisting our partners and affiliates with more complex customer queries

Experience:

- Drafting of regulatory policy documentation

- A high knowledge of FCA guidelines when handling complaints

- Complaint handling within a regulatory environment, bonus if FOS experience

- Working within a team-leader/management role within an office environment

- Telephony experience, bonus if call centre experience

Skills

- Leadership skills

- Ability to build strong relationships with internal/external colleagues

- Excellent customer service skills

- Organised

- Ability to manage own and team workload

Job Specifics:

- Job Type: 12 Months Fixed Term Contract

- Hours: In office, 08:45 - 17:00

Job Benefits:

- Competitive salary and bonus scheme - let's discuss

- Free car parking in Maidstone Town

- Monday - Friday, based in the office - no weekends

- Casual dress

Job Type: Fixed term contract
Contract length: 12 months

Application question(s):

How many years experience do you hold within the insurance industry?
Work Location: In person