To deliver and advise on HR processes, products and services, in one or more of the following areas: Resourcing, labour relations, compensation & benefits, employee services, management development, employee relations, employee communications and employee professional development. · To partner with management and other colleagues within the business to achieve BT's targets. · To contribute to the definition of HR actions. · To participate in the development of processes/products/services to support business strategies. · To monitor and provide feedback for decision-making on the effectiveness of people management practices/processes. · To support change initiatives from a BT wide perspective. · Executes processes to meet customer needs. · Involvement in but not responsible for analysis, design & development of policies, plans & programmes. · Current policy, business strategy and objectives guide this role, although there may be involvement in the formulation and development of future policy

Key Responsibilities  Referrals Process- Process referrals for all policy life cycle stages, manage the referrals process and auditing thereof  Compliance - Understanding your responsibilities to ensure Intelligent Insurance continually complies with regulations and treats our customers fairly  Quality Control-audit and provide feedback to ensure quality of service and advice are maintained  Multi-skilled - The ability to manage time effectively and be able to work on different projects or tasks at any one time whilst pro-actively dealing with new enquiries, also making an active contribution to a positive, progressive culture within the company.  Training and Coaching-Development of yourself, technical associates and associates knowledge  Product Excellence- A source of knowledge for customers and colleagues  Liaison with Insurers-Excellent communication with insurers over the phone and by e mail and developing relationships of trust  Delegated Authority- Maintain and develop delegated authority from insurers  Technical Support-Assist with system product and mapping testing, and other technical

Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritise and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients.