Our vacancies

Search Jobs  

Senior Policy Associate

Please Note: The application deadline for this job has now passed.

Job Introduction

The Senior Policy Associate works within a dynamic team responsible for the provision of Customer Service and Policy Administration to Life and Pension policy owners and their financial advisers.

Role Responsibility

  • Process a range of policy claims and servicing transactions across a number of life insurance products
  • Handle customer phone queries in a professional and efficient manner
  • Responsible for customer complaints and handle them in a professional and efficient manner
  • Work to meet challenging Service Level Agreements and quality standards in a dynamic and professional environment
  • Deal with correspondence (email or written) in a professional and efficient manner. Responses must be of a consistently high standard.
  • Contact customers by telephone, e-mail or letter to resolve queries / obtain information
  • Manage workload and work queues in a timely and accurate manner
  • Handle customer phone queries in a professional and efficient manner
  • Take ownership of all customer queries or issues. Emphasis on getting things “right first time”
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts.
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
  • Check the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
  • Contribute to the promotion of a friendly and professional image to customers and colleagues.
  • Prioritise tasks to meet external and internal deadlines and service standards.
  • Ensure a thorough understanding of our clients’ products in order to provide an excellent service to policy owners and financial advisers
  • Ensure a complete understanding of our processes and procedures as well as regulatory requirements
  • Identify issues which may have an impact on service delivery and quality, and flag these to Operations Management.
  • Provide a quality, professional, accurate and efficient service.
  • Ensure that procedures and checklists are updated in a timely manner, where applicable.
  • Accurately record any breaches of policy and procedures that occur within the team. Update and manage incidents as directed by Operations Management
  • Senior Policy Associates may be required to work on additional projects and tasks as agreed with their Line Manager, including User Acceptance Testing (UAT).

The Ideal Candidate


  • Experience in a Customer Service role in the Life insurance industry
  • Good knowledge of Life and Pensions products. Experience of UK market preferable but not essential


  • Excellent administration, planning and organizational skills
  • Commitment to providing excellent Customer Service
  • Methodical individual with experience of working to strict deadlines
  • Team player
  • Motivated and driven individual
  • Excellent communication skills, both written and verbal, with the confidence to engage with internal colleagues and external clients
  • Strong attention to detail
  • Commitment to provide ongoing quality
  • Ability to interact positively within your department and the wider group
  • Ability to follow procedures and suggest enhancements to service offering
  • Advanced level of excel, word and power point an advantage
  • Ability to work as part of a team or act independently where required
  • Flexible and willing to adapt and develop within the role
  • Ability to provide support and be involved in ongoing projects and initiatives within the Team

Package Description

  • Reference salary 30,000 - 38,000
  • 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days) 
  • 6% non-contributory pension scheme 
  • Life Assurance (4 x salary) 
  • Single person healthcare 
  • Flex benefits scheme


This website is using cookies to improve your browsing experience. If you navigate to another page without changing the settings below you consent to this. Read more about cookies.