Department: Personal Lines


Overall objective:

The role has responsibility for generating revenue and developing the profitability of the business whilst ensuring full FCA compliance in all aspects of personal lines insurance. Ensuring a quality service is provided to all clients in accordance with their needs and requirements.


Duties and responsibilities:

  • Ensure accuracy, efficiency and professionalism when dealing with both client and insurer in all aspects of the role:
    • New business
    • Renewals
    • Mid Term Adjustments
    • Claims
    • Queries
    • Premium financing arrangements
    • Cover note issuance
  • Advising clients on existing products in accordance with their needs
  • Ensure bad debt queries are dealt with efficiently and in line with company procedure.
  • Ensure all business activity fully complies with FCA regulation and company procedures as detailed in the Conduct Polices and Guides to Best Practice.
  • Handle any complaints in accordance with regulation, the Company’s Conduct Policy and Guide to Best Practice.
  • Conduct learning, training and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for own development as required.
  • 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 provide expert product advice and guidance
  • Actively secure renewal business by re-broking existing business to ensure the client is presented with the most suitable and cost-effective cover.
  • Promote and increase the use of in-house premium finance, from insurer schemes.


Key performance indicators:

  • Ensure all Key Performance Indicators are achieved (new business, renewals, cross selling) and are attained compliantly with FCA regulation.



  • Be aware of the contents of the company’s Compliance Manual and ensure a full understanding of the following chapters, as a direct relation to the role. Ensure full compliance to the procedures contained within the Manual:
    • Consumer Business
    • Consumer credit
    • General conduct of business
    • Complaints
    • Training and Competence
    • Commercial Business [if applicable]
    • Conflicts of Interest
    • Whistle Blowing
    • Financial Crime
    • Data Security
    • Record Keeping
    • Vulnerable customers
    • Firms client money permission
  • Ensure compliance to the company’s employment policies and procedures as contained within the Employee Handbook.
  • Ensure all other company practises 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.



  • 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.
  • Assimilate all company literature circulated by the firm or its agencies.



  • Ensure personal data (client and employee) is secure, held and properly utilised in accordance with the principles of the Data Protection Act (2018) and Company policies.
  • Work at all times within strict confidentiality guidelines and the principals of the Data Protection Act (2018) and Company policies.
  • Report any potential breaches, including weaknesses in current systems, to Tracey Burns in the first instance, and if unavailable, Paul Wadsworth or Rory Stratton.



  • 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).



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


Person specification:

1. Knowledge / experience


  • Working knowledge of most personal lines insurance products
  • Experience of working to high standards of FCA compliance
2. Skills / ability
  • Attention to detail
  • Confident communicator
  • Building strong relationships with e.g. clients, insurers etc
  • I.T. skills including use of an insurance IT system e.g. Acturis, Open GI and Microsoft products
  • Organisational skills
3. Qualification / education / training
  • Cert CII to be gained within the first 12 months.
  • Cert CII qualified
4. Other requirements
  • Satisfy all pre-employment checks required for the role including criminal records and credit check.
  • Evidence of CPD records where available.


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.

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