Senior Support Administrator

Role
Responsible for the supporting our sales teams in delivering a professional client service and the administration
of products across our commercial and/or consumer health & wellbeing insurance range, including, but not
limited to:

Private medical insurance
Health Cash Plans
Travel insurance
Health screening
Travel and Dental
Life
Income Protection
Critical Illness

The role will include working with our Consultants and internal and external stakeholders. You will be expected
to build and manage effective working relationships with key internal and external stakeholders.

Proactively manage client relationships by the delivery of a first-class support service.

Act as a first point of contact for Consultants, Insurers and Clients where appropriate for all health & wellbeing
product and services administration.

Responsibilities (R) & accountabilities (A):
Daily Tasks
Diary management
System organisation
Data entry
Creating and filing documents
Provide administration support to your team leader and consultants
Undertake administration tasks as allocated to include general written/verbal communication,
photocopying,
As and when required visit post office, bank, shopping, etc
Maintain office environment (where applicable)
Answering incoming telephone calls in a polite and courteous manner, forward and/or screen calls,
record and relay accurate messages
Respond and/or redirect all client and visitor requests/queries accordingly
Ensure the electronic diary system is up to date
Managing and monitoring an Inbox
Appointment booking
Covering the above tasks for teammates during absence

Ongoing Tasks
Ensure the fair treatment of customers and their best interests is core to the activity of the business at
all times (A)
Handle consumer data carefully and within the accordance of GDPR (R&A)
Process renewal notification documents and distribute to the relevant Consultant. (R&A)
Provide email/letter writing notification service to clients on behalf of the Employed Consultants. (R&A)
Request new business / renewal quotations on behalf of Consultants for inclusion in Market Review
reporting. (R&A)
Ensure the processing of new business, renewing business and mid-term changes is done accurately
and in a timely manner (R&A)
Upload all relevant documentation to the Piranha/DMS IT system records accurately and in a timely
fashion (R&A)
Process client membership and personal detail changes in a timely manner (R&A)
Process and dispatch the SDN on behalf of the Consultant to the client following receipt of the related
Starfish form and documentation. (R&A)
Carry out all processing in accordance with internal policies and procedures and FCA regulatory
requirements (R&A)
Maintain comprehensive client records at all times and liaise with our Insurer partners in ensuring our
records match theirs (R&A)
Opening, distributing and dispatching of post (R&A)
Answer incoming telephone calls in a timely, professional and friendly manner (R&A)
Represent the business with internal and external stakeholders and attend meetings if required, acting
as a positive ambassador at all times (R)
Undertake all duties as could be reasonably expected at the request of the Directors and members of
the leadership team (R)

Key skills & competencies
Excellent working knowledge of Microsoft office packages
Familiarity using a CRM database
Excellent written and oral communication skills
Strong organisation skills
Excellent time management
Maintaining up to date and detailed knowledge of Health and Wellbeing insurance products and services
Accuracy and attention to detail
Self-motivation and able to work with minimal oversight or supervision once trained
Successfully complete all mandatory training in a timely manner
Regularly demonstrate up to date knowledge of FCA Principles for Business, Consumer Duty (plus other
related regulations)
Regularly demonstrate up to date knowledge of the compliance policies implemented by the company
Operational understanding of the Company’s IT systems, procedures, authority limits, compliance and
audit trails requirements.
Be a team player
Flexible
Ability to work under pressure and meeting deadlines
Receptive to and embraces managing change
Conversant in the Microsoft Office suite of products, particularly Word, Excel, Office
Take ownership for personal development