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Customer Support Assistant

Reporting to: Customer Support Team Leader
Employment: Permanent

Main purpose

To provide full, pro-active support for the life insurance Adviser team and maximise conversion levels by:

  • Processing business from application stage, including live transactions with clients over the phone, through to putting the life insurance policy on risk.
  • Efficient and pro-active management of pipeline business and existing business.
  • Effective communication with clients, life insurance companies and third parties.
  • Being committed to achieving team targets and adviser targets.

Key responsibilities


  • Accurately input data and information onto systems.
  • Assist the Advisers in issuing out quotations and application documentation to clients, where necessary.
  • Effectively and professionally communicate with clients by telephone, email and letter.
  • Ensure that clients are updated in line with agreed timescales and procedures.
  • Professionally liaise with life insurance companies, surgeries and other relevant third parties.
  • Manage pipeline business efficiently and within agreed timescales to achieve business targets.
  • Understand and control the life insurance underwriting process to ensure applications are assessed correctly and efficiently.
  • Establish a strong relationship with the Support Teams and Advisers.


  • Basic level of relevant product knowledge.
  • Awareness of Trusts.
  • Awareness of Money Laundering procedures.
  • Awareness of Online systems.

Business Awareness

  • Understand the main purposes of and relationship between LifeSearch, LifeSearch Financial and Baigrie Davies.
  • Understand how the support role contributes to the success of LifeSearch.
  • Understand the support targets and how these work with the sales targets.
  • Highlight potential life insurance sales opportunities and issues.
  • Control drop-off rates by liasing closely with Advisers and escalating to them where necessary.

Communication & Teamworking

  • To work closely within the teams to ensure seamless cover and efficiency to clients.
  • To ensure a successful stream of referrals is maintained throughout all divisions of the Group, e.g. Baigrie Davies, LifeSearch Financial and LifeSearch.


  • Be aware of the workloads of other members of the team and other teams within the group and offer help where needed.
  • Liaise with Advisers and keep them up to date with their cases where required.
  • Contribute to the intranet, sharing ideas and knowledge.

These are the main elements of the job. However, from time to time you will be expected to undertake tasks outside of this job description and to use your initiative to develop the role.

Experience, Knowledge, Skills and Attitude

Qualifications and Experience

  • Educated to GCSE level C in Maths and English.
  • Experience of working in a customer service environment.
  • Financial Services industry experience.
  • Proven track record of providing excellent customer service.
  • Experience of working with databases (inputting).

Skills and Knowledge

  • Good keyboard skills in terms of accuracy and speed.
  • Computer literacy – MS Office.
  • Knowledge of the financial services market.
  • Able to see the wider picture and are commercially astute.
  • Able to motivate colleagues.
  • Ability to confront difficult situations.
  • Direct communicator and is able to give good constructive feedback.

Personal qualities

  • Good team worker and self motivator who remains calm under pressure, possesses high standards and is flexible.
  • Must be interested in building and contributing to a growing business.
  • Innovative ideas.
  • Ability to respond positively to feedback.
  • Leads by example.
  • To be open & honest.

If this position sounds attractive to you, if you believe you have talent and the ambition, then that's excellent news for LifeSearch. Email your CV today.

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Our Awards
LifeSearch wins another prestigious award for 2013

Best Protection Adviser
9 years in the last 10
for advice, service, innovation

See our other awards >

Our Customers Say
LifeSearch rate
We are currently rated at 91.6%, Independently measured September 2012 to February 2013 – Kampyle Ltd

LifeSearch is consistently voted the UK's Best Protection Adviser.