Who are we?
Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
ROLE PURPOSE:
By working closely with our clients to deeply understand their needs, we are able to develop solutions that are truly best-in-class. We choose to be specialists rather than generalists, so that we have the expertise required to solve even the most complex challenges. Our entrepreneurial approach promotes innovation, integrity and a constant focus on delivering the best solutions for our clients.
You will be working as a Client Service Specialist within our International Benefits team to provide support to the Account Manager and the client portfolio which they manage. You will have a portfolio of clients that you will need to proactively support and assist on a day to day basis with things such as invoice queries, additions and deletions, issues escalation ensuring they receive good service levels from us as their broker. In addition, you will be preparing reports, conducting market reviews and liaising with our insurer partners. You will work as a part of a team who are all focused on International Private Medical Insurance and International Risk (Life, Income Protection, Critical Illness) will be expected to contribute to supporting the wider team as and when required and helping us grow and develop as a division.
The majority of the role will be telephone and e-mail based but from time to time you may be required to attend a client meeting with the consultant.
KEY RESULT AREAS:
You will be responsible/accountable for the following:-
- Managing the day to day administration and support of a portfolio of clients.
- Supporting the account manager/consultant with conducting market reviews, preparing renewal documentation and general administrative activities.
- Membership audits
- Ensuring files are compliant and saved correctly on systems
- Adhere to the processes and procedures defined internally.
Policy, Process and Procedures:
- You follow process and best practice that is relevant to your role and compliant with business policy.
- Constructively you suggest process improvements to deliver workable solutions.
- In a collaborative way you challenge wider processes to enable and drive improvements to service whilst ensuring compliance.
Customer Focus and Relationships:
- The exceptional customer experience that you provide will drive improved retention and enables the opportunity for cross and upselling of our business portfolio of solutions.
- Ability to communicate well with others including insurers, clients and colleagues (written, verbal and face to face)
- You build strong internal, client and provider relationships based on respect that develops and builds loyalty, retention and increased client benefit spend.
Market Knowledge & Technology
- You stay up to date and proactively seek to broaden your market knowledge and understanding of key trends.
- You understand the need for accurate client data in the systems including contacts, existing portfolios, markets and partners.
- You understand the scope and advantage of our technology platforms, to client’s business needs.
- You embrace Technology in order to deliver outstanding client solutions.
Compliance and Personal Development
The Board of each Operating Entity requires the highest standards of corporate governance, operational excellence and financial reporting throughout the Group from all its Directors and employees. Specifically:
- You actively undertake personal development to ensure up to date knowledge and understanding of best practice.
- You are aware of the need and sources of compliance and understand and apply compliance.
- You ensure that HR and Training & Competency records are up to date and meet the Operating Entity and/or Group’s requirements.
- You operates in an honest, professional and ethical manner.
- You are able to adapt best practice to the situation in hand within the framework of compliance.
- Strict adherence to the Group Employee Code of Conduct which strongly aligns to the FCA’s code of conduct that all regulated entities must adhere to under the SM&CR.
- Completes all relevant regulatory training and ensure you remain competent to carry out role
Knowledge, Skills, Behaviours and Experience
Knowledge
- Good knowledge and understanding of group International risk policies is preferred, along with International PMI and EAPs. Knowledge of other employee benefits would be beneficial.
- You have Microsoft Office knowledge and are able to use Excel to formulate spreadsheets as required.
- You can create a basic Word document with text and manipulate template reports.
Skills / Behaviours
- You strive to be “the best you can be” to deliver high standards of work for the benefit of your clients.
- Your professionalism increases the positive aspect of customer-experience and underpins their loyalty.
- You take ownership of your portfolio and proactively manage the associated workload, flagging client risks and opportunities.
- You are conscientious, orderly and disciplined with good organisational and time management skills.
- You are motivated with a strong desire to learn about the corporate group healthcare industry
- You have a good attention to detail.
- You are a team Player.
- You lead by example and act as a role model for Howden Employee Benefits & Wellbeing.
- You interpret change, what it means to the business, and the action you need to take to support the change.
- Your positive attitude and analytical insight enable consultants to retain and close more business.
Experience / Qualifications
- Experience in administration.
- Experience of working with an Employee Benefits Consultancy or with an Insurance Provider is preferred but not essential.
- CII IF7 qualified, preferred but the business supports training towards this.
- Language skills preferable
What do we offer in return?
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond
Reasonable adjustments
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent
