MetLife

The Team You Will Join 

The team sits within MetLife’s Group Protection business, specifically supporting the operational delivery of Group Life policies.

Reporting into the Brighton office, the team works closely with other operational units, including Claims, Underwriting, and Customer Services, to maintain high standards of service and compliance.

One of the team’s core responsibilities is the management and issuance of “On Risk” letters for Group Life policies. These letters are a key part of the onboarding and renewal process, confirming coverage terms and outlining any outstanding underwriting requirements. The team ensures that these communications are accurate, timely, and aligned with MetLife’s risk management protocols.

Overall, the team acts as a vital link between underwriting decisions and client communications, ensuring that MetLife’s Group Life policies are administered with precision and care. Their work underpins the trust clients place in MetLife and supports the company’s commitment to delivering reliable, high-quality protection solutions.

The Opportunity 

Working within the Employee Benefits team in the Operations function, the Customer Service Advisor, New Business role is responsible for managing broker and customer relationships and administering a portfolio of Group Life Assurance, Group Income Protection and Flexible Benefits platforms. You can expect about 75% admin and a pacey way of working. 

The role involves acting as the first point of contact for financial advisors and employers, proactively managing all aspects of their queries. Taking ownership and always delivering service excellence.

You will become familiar on the trends within your Portfolio, reporting on retention, highlight new opportunities and being proactive in closing annual renewals.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Administering Group Life and Group Income Protection renewals from start to finish
• Answering broker and client enquiries via telephone and email
• Deliver team service level agreements and quality outputs
• Provide support to colleagues in Underwriting, New Business and Sales Consultants as required
• Always deliver outstanding customer service
• Support business retention of existing policies
• Complete relevant system updates to maintain accurate data
• Convey complex information regarding non-standard underwriting for individuals and policies
• Pro-active management of cases to minimise MetLife exposure to unnecessary business risk
• Reconciliation of policy accounts
• Liaise with other internal departments on behalf of customers
• Completion of associated system activities to support overall team processes

What You Need to Succeed (Required Qualifications)

• Relevant experience working within a customer focused administration role
• Experience of Treating Customer Fairly, knowledge of compliance, legal and FCA regulations (full MetLife Corporate training will be provided)
• Excellent written and verbal communication skills
• Excellent customer service skills
• Excellent inter-personal skills, with the ability to liaise with people at all levels
• Confident and professional telephone manner
• Accurate and able to demonstrate a high level of organisation
• Self-motivated, enthusiastic with a ‘can do attitude’.
• Good team player with the ability to work on own initiative
• Proficient in Microsoft Office applications (Excel, Outlook, Word, PowerPoint)

What Can Give You an Edge (Additional Skills)

• GR1 qualification (preferred) 
• A good understanding of what’s important in the Financial Services sector, gained from working within the Industry.