Job Description

FUW Insurance Services is one of the leading insurance brokers in Wales. Working closely with a panel of specialist agricultural and commercial insurance companies we have access to a wide range of market leading products and deliver great value for money for our policyholders. We have built a reputation for offering an informed and professional service to agricultural, small market enterprises, commercial and personal lines clients throughout Wales.

Due to the ongoing success of the business we are looking to expand our team with the addition of an Administration Officer. The role will sit within the Operations team to assist with the support and management of our Account Handlers.

This role is to be based in South Wales

Overall objectives

:

To assist in managing the operation of the business in line with FCA requirements and plan, direct and coordinate the operation of the business / team through the implementation of effective methods and strategies.

To manage employees and effective day to day running of the team, including HR matters that arise, in line with best practice and current employment law.

To review, refine and improve processes and procedures.

To ensure that all business activity fully complies with FCA regulation and company procedures as detailed in the Conduct Policies and 'Guides to Best Practice'.

To ensure accuracy of the company's business process manual in relation to your own role and monitor all staff's adherence to it. Ensure that version control is updated accordingly.

Duties and responsibilities

General:

Consumer and Commercial business

Ensure accuracy, efficiency and professionalism when dealing with both client and insurer in all aspects of the role including:

New business Renewals Mid Term Adjustments Claims Queries Premium financing arrangements
Ensure bad debt queries are dealt with efficiently and in line with company procedure.

Achieve and maintain a high level of customer service and promote exceptional customer care standards at all times.

Develop and maintain a professional working relationship with all clients and ensure expert advice in all areas of business.

Management

Manage HR related activities, issues and development for employees.

Through effective management techniques, identify the skills, abilities and personal attributes of employees and ensure they are used to the best possible effect.

Monitor and review the performance of the employees and their compliance with FCA regulation when dealing with clients, by following the company's procedures for monitoring and supervision (file checks etc). Ensure they are implementing and carrying out effective monitoring of the individuals within their teams.

Successfully manage, lead and motivate employees through constructive feedback (appraisals and informal), preparing annual training plans, incentives and promoting general team spirit.

Ensure new employees are recruited in accordance with company procedures, ensuring compliance to employment legislation and regulatory requirements where relevant.

Ensure all employees have a contract of employment and that company policies and procedures relating to employment are produced, maintained and updated as required.

Conduct learning, training and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for development as required.

IT

Support responsibility for all IT processes and systems.

Work in conjunction with third party IT suppliers.

Compliance

Assist in ensuring the Company's Compliance procedures remain up to date regarding regulation and relevant to business and that all managers and employees understand their purpose and which 'Guides to Best Practice' apply directly to their role and how to use them.

Be aware of the contents of the Company's 'Guides to Best Practice' and ensure a full understanding of the following subjects, as a direct relation to the role. Ensure full compliance to the procedures contained within the Guides

Commercial business Consumer business (if applicable) Consumer Credit Complaints Contract Certainty Errors & Omissions Training and Competence Conflicts of Interest Treating customers fairly Whistle Blowing Financial Crime Data Security and General Data Protection Regulator Record Keeping
Ensure compliance to the Company's employment policies and procedures as contained within the Employee Handbook.

Ensure compliance with the Individual Conduct rules and Conduct policies.

Ensure all other Company practices and procedures are followed and adhered to.

Where appropriate take responsibility for meeting the reporting requirements of the FCA.

Where required ensure staff are adhering to FCA compliance. Perform regular file and sales audits.

Treating Customers Fairly

All employees are responsible for engaging with the senior management of the firm in ensuring that our customers are consistently treated fairly and for observing all of the firm's TCF procedures.

Professional development

Conduct learning, training and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for development as required.

Attend supervision sessions, team and management meetings as appropriate.

Attend in house training and external training courses as agreed.

Insurer/Underwriters

Develop and maintain effective and valuable relationships with insurers and underwriters for the benefit of the company and its clients.

Comply with the administration requirement of any given insurer.

Security

Report any potential breaches, including weaknesses in current systems, to the Administration Manager or Senior Management where applicable.

Ensure personal data (client and employee) is secure, held and properly utilised in accordance with the principles of the Data Protection Act.

Work at all times within strict confidentiality guidelines and the principals of the Data Protection Act (2018).

Administration

Ensure accuracy of the company's business process manual in relation to your own role and monitor all staff's adherence to it. Ensure version control is updated accordingly.

Prioritise all client communication and ensure it is actioned in a timely way and in accordance with company procedures.

Maintain all computer and paper files in accordance with company standards (which should be fully compliant with FCA).

General

Ensure the Health and Safety manual is followed and the office is kept clear and presentable, clear of obstructions at all times, ensuring that all deliveries, parcels, post and messages are given to the appropriate person promptly. Assist the Directors to maintain the Health and Safety of all employees, clients and visitors to the office.

Undertake any other reasonable duties as directed by your line manager.

Person specification

Criteria - Essential

1. Knowledge / experience

Previous experience of working in a similar role in the insurance industry. Management experience. Working knowledge of the FCA and adherence to compliance. Experience of financial processes and responsibility.

2. Skills / ability

Leadership skills and the ability to inspire and motivate others. Strong communications skills. IT microsoft word / excel

3. Qualification /Education /Training

CII Cert qualified or be working towards achieving

3. Qualification/Education/Training - Desirable

Recognised management qualification. Recognised Business Administration qualification

4. Other requirements

Satisfy all pre-employment checks required for the role including criminal records and credit check.

Commitment to delivering exemplary levels of customer service

The above list of duties and responsibilities is not exhaustive and you are obliged to agree within reason to undertake other duties over and above those listed.

This job description may be reviewed and subsequently amended to better reflect any changes in the role.

FUW Insurance Services is a bilingual organisation, the ability to speak Welsh will be advantageous but not essential.

Job Types: Full-time, Permanent

Pay: 30,000.00-34,000.00 per year

Benefits:

Additional leave Employee mentoring programme Enhanced maternity leave Enhanced paternity leave Free or subsidised travel Work from home
Schedule:

Monday to Friday
Ability to commute/relocate:

Wales: reliably commute or plan to relocate before starting work (preferred)
Experience:

Insurance Administration: 3 years (required)
Location:

Wales (required)
Work Location: In person

Application deadline: 05/05/2025