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Senior Account Handler -Customer Service Unit X2

Job Purpose


To provide a professional customer focused administration service within MDIS, ensuring that the most effective systems and processes are followed at all times and that the customers’ needs are not just consistently met, but exceeded.



Overview of Responsibilities


  • To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
  • To deal with all incoming and outgoing customer enquiries by telephone/email/task, ensuring any requests are followed through to completion within internal KPI, with a complete record of action taken saved on the system.
  • To issue all documentation required by the client within internal KPI.
  • To liaise and gather the required information which cross internal departments to  ensure  customer  service  is  met  and the solution is given to the clients.
  • To provide all round support to Account Handlers and Administration Support roles.
  • Collate daily figures to add onto the CSU End of Night report.
  • Continually look for ways to improve processes and increase the satisfaction to our clients.
  • To identify to the Head of CSU any contentious/litigious issues at the earliest opportunity.
  • To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
  • To undertake any other duties as reasonably required.
  • To review own job description, at least annually, updating as necessary in conjunction with HR.




Experience / Skills


  • Excellent knowledge, understanding and experience of Customer Services.
  • Experience of working within an administration team, operating similar processes and systems.
  • Good verbal and written Communication skills.
  • High level of interpersonal skills, with an ability to deal with people at all levels.
  • Demonstrable ability to use own initiative and flexible in personal approach.
  • Good planning and organisational skills.
  • Demonstrate ability to use own initiative and flexible in personal approach.






  • Income Protection & Worklife Solutions Employee Assistance programme (up to 80% of salary)

  • Bupa Private Medical Care

  • Death in service (3 x annual salary)

  • Annual performance related pay review and bonus

  • Company funded annual Benefit and Pension review meetings

  • 10 year service award scheme

  • Permanent
  • 12 days left to apply
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