Perceptive Underwriting

Service Delivery Executive, Millstream Underwriting Ltd

PositionService Delivery Executive, Millstream Underwriting Ltd

LocationLondon Office

Reporting toHead of Service Delivery, Millstream Underwriting Ltd

Job Summary

Support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure the services provided by all of Millstream’s TPAs not only meet the required levels but are also developed to enhance the customer experience whilst also protecting the underwriting performance of Millstream schemes.


Assist with client relationships at all levels.

Principal Duties/Responsibilities

  • Deal with agent and client enquiries via the telephone and in writing to agreed service standards.
  • Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
  • Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved.
  • Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
  • Demonstrate an in-depth knowledge of policy cover and the recoveries process and be able to discuss this confidently with external and internal clients and TPAs, providing guidance where necessary.
  • Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
  • Prepare performance analysis reports and interpret results.
  • Undertake audits of Third Party Administrators.
  • Assist with the delivery and analysis of customer surveys

Required Qualifications, Skills, Knowledge, Experience

  • Good working knowledge of travel insurance
  • Highly articulate and confident when dealing with people at all levels – clients, brokers and customers.
  • Excellent customer facing skills
  • Able to organise own time and prioritise workload to tight deadlines whilst still maintaining a high attention to detail.
  • Strong numeric, IT and analytical skills.
  • Self-motivated and able to work effectively both as part of a team and independently. 
  • A good knowledge of Microsoft Office Applications and an interest in web based technology.

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To apply for this position please Contact: Pria Bhatt

Contact Email:

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