Financial Customer Service Assistant

  • Location
    Edinburgh, City Of Edinburgh
  • Salary
    £ 21000 - £ 25000 / Year
  • Job type
    Permanent
  • Industry
    Admin and Secretarial
  • External Reference
    JN-112021-217543
  • Category
    Office and Secretarial - Administrative Assistant

I am looking for a Customer Service Assistant to work within the Underwriting Department, based at my clients Edinburgh offices. The purpose of the role is to learn the underwriting process from start to finish. The role requires dealing with clients over the phone and via e-mail.



I am looking for a candidate who is willing to learn, is flexible, self-motivated and driven and who delivers excellent customer service whilst adhering to their individual underwriting authority limits at all times and in accordance with the procedure manual. Your role will be to:


➢ Deliver excellent customer service whilst meeting customer requirements efficiently & effectively for Mid-Term adjustments & all other customer interactions.
➢ Learn the processes and procedures require to answer a customer's query, provide quotations, process adjustments & put forward suitable products to meet the client's demands and needs.
➢ Ensure that all product information provided is clear, fair and not misleading, allowing the customer to make an informed decision.
➢ Learn how to calculate MTA premiums in accordance with the specific carrier's risk appetite and guidelines or liaise with insurers for all non-delegated authority business.
➢ Ensure that telephone calls are answered & dealt with promptly & efficiently.
➢ Maintain thorough and accurate records of all customer interactions.
➢ Identify complaints and refer to the necessary complaint handler.
➢ Dealing with queries by email, telephone and in person ensuring that all SLAs are adhered to.
➢ Required to escalate to the relevant referral point where necessary within the Branch.
➢ To perform multifaceted general office support
➢ Ensure that you remain compliant in everything that you do; including but not limited to treating customers fairly, contract certainty & vulnerable customers.


Product and Technical Knowledge
➢ Required to learn and understand the legal principles of insurance and insurance contracts including the clients obligations to insurers.



Skills and Competencies
➢ Knowledge of windows based programmes; word, excel, outlook and internet
➢ Excellent communication skills: written and oral


➢ Ability to work alone and as part of a team
➢ Positive, can-do attitude
➢ Strong team ethic
➢ Manage time effectively; ability to work under pressure
➢ Good personal organisation skills
➢ Good timekeeping and presentation of self and work
➢ Strong interpersonal and relationship skills
➢ Articulate & Numerate
➢ Work with a high degree of accuracy in all tasks


In return, you will be rewarded with a competitive salary, bonus, generous holiday accrual scheme, life assurance, loan scheme, long service rewards at 5% of salary and company pension contributions. The company also offers career progression for successful candidates.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Elana Chilton