Client Solutions Specialist (Quote Management)

Role Purpose

This role sits within the Corporate Broker Solutions Team and is responsible for managing and triaging all incoming quote requests and adviser queries within the Group Protection business. Acting as a key gateway into the organisation, the role ensures that all requests—regardless of size or complexity—are assessed, prioritised, and directed efficiently to the appropriate teams.

As a critical first touchpoint for advisers, the role plays a vital part in shaping the adviser experience, delivering an exceptional standard of service while supporting efficient processes and positive customer outcomes.

Key Responsibilities

• Quote & Query Management

  • Manage incoming broker requests, including quote submissions and general queries.

  • Triage all quote requests to determine the appropriate handling route.

  • Ensure accurate and timely allocation of work across teams.

• Prioritisation & SLA Management

  • Assess and prioritise tasks based on urgency, complexity, and SLA requirements.

  • Ensure adherence to service level agreements and turnaround expectations.

• Decision Making & Routing

  • Determine the most appropriate pathway for each quote request, including:

    • Completion via online platforms

    • Referral to underwriting teams

    • Requesting additional information from advisers

  • Ensure all requests align with Group Protection business requirements.

• Adviser Support & Experience

  • Deliver a high-quality, professional first interaction with adviser partners.

  • Provide clear communication and guidance throughout the triage process.

  • Contribute to a seamless and positive adviser journey.

• Process Ownership & Improvement

  • Support and maintain efficient triage and workflow processes.

  • Identify opportunities to enhance service delivery and operational efficiency.

  • Collaborate with wider teams to drive continuous improvement.

• Team Collaboration

  • Work closely with underwriting, sales, and operational teams to ensure smooth handling of requests.

  • Act as a central coordination point within the wider Corporate Broker Solutions function.

Key Skills & Experience

• Strong organisational and prioritisation skills with the ability to manage multiple requests simultaneously

• Excellent attention to detail and decision-making ability

• Strong communication skills, both written and verbal

• Customer-focused mindset with a commitment to delivering high-quality service

• Ability to work effectively within a team environment

• Experience within financial services, insurance, or broker-facing roles (desirable)

• Understanding of Group Protection products (desirable)

Key Competencies

• Customer centricity

• Problem solving and decision making

• Time management and prioritisation

• Stakeholder management

• Process efficiency and continuous improvement