Member & Advisor Support Administrator

An ideal job for someone

We’re looking for a motivated individual to join our frontline admin team. You’ll have a can-do attitude with a commitment to provide exceptional service to our members and advisers.

A bit about what we do

We’ve been around for a long time, since 1875 in fact. We were founded by George Holloway. He saw what happened when his employees got ill or had an accident, and how it impacted their lives. So, he did something about it and came up with Income Protection Insurance.

We’re owned by our members, and the only reason we exist is to help them, not make money for anyone else

• You will be providing excellent customer service to both our members and advisers, acting as a first point of contact dealing with daily queries and providing updates on claims and processing associated tasks.
• You’ll be responsible for arranging new claim callbacks, ensuring all relevant information is captured accurately and passed to the appropriate Claims Specialist.
• You will proactively chase outstanding claim requirements by telephone and email, as well as communicate service level agreements clearly to members and advisers, managing expectations regarding claim progress and response times.
• You will support our Complaints specialist when required to handle complaints requiring resolution within a three-working-day timeframe, aiming to achieve first-contact resolution wherever possible.
• You will identify complex issues that require escalation and refer them to a Claims Specialist, providing appropriate supporting information and context.
• You will have good, clear record keeping, maintaining accurate notes of all member and adviser interactions.
• You’ll be able to work within a close-knit team as well as under your own autonomy.
• Supporting change in the business and raising suggestions for improvement.

Skills and experience we’re looking for

• Experience in insurance or customer service administration is desirable
• Strong attention to detail and accuracy
• Excellent communication skills, via telephone and email
• Ability to manage a varied workload and change of priorities. You can organise and manage own workload
• Approachable team member, able to easily build rapport with others
• Ability to work collaboratively with Claims Specialists and other stakeholders to deliver positive member outcomes

What you’ll get for this role:

We pride ourselves on looking after our colleagues and offer a great benefits package.

• Salary range of £25,000 based on 35 hours a week, agile working.
• Pension scheme – Holloway will contribute up to x%.
• 27 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further; we have access to retailer discounts
• Access to a Health Cash Plan
• Private medical Insurance
• Company bonus scheme
• We take your wellbeing seriously with lots of support and tools

Benefits:

• Company pension
• Free parking
• Life insurance
• On-site parking
• Private medical insurance

Application question(s):

• Knowledge and understanding of Microsoft Word and Excel

Education:

• GCSE or equivalent (required)

Experience:

• Admin: 1 year (required)

Work Location: Hybrid remote in Gloucester GL1 1PW