OneFamily
Distribution Admin Executive
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Are you passionate about delivering exceptional service and building strong relationships? Join our Distribution Operations team as a Distribution Support Representative and become the go-to expert for our intermediary partners.
We're looking for a Distribution Support Representative to help protect customer relationships and support long-term business growth. Working as part of a supportive team, you'll engage directly with customers who may be considering cancelling their policies, helping them make informed decisions and delivering positive outcomes. You'll also provide additional support to customers in vulnerable circumstances, ensuring every interaction is fair, compliant, and customer-focused.
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In this role, you'll take ownership of retention cases from start to finish, providing clear and accurate guidance to help prevent avoidable policy lapses. You’ll play a vital role in supporting our distribution partners—ensuring they have the tools, knowledge, and confidence to represent our products and services effectively. You'll maintain accurate records, support reporting requirements, and share valuable insights that help improve the overall customer journey.
To succeed, you'll bring knowledge of protection products, intermediary distribution, and customer journeys, together with an understanding of FCA regulations, including Consumer Duty and supporting vulnerable customers. Experience in customer retention, complaints handling, or a contact centre environment would be beneficial, along with strong analytical skills and the ability to use customer data to support decision-making. You'll also be confident using Microsoft Office, particularly Excel, and committed to maintaining accurate, compliant records with excellent attention to detail.
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