Account Handler (Schemes Team

Back Account Handler (Schemes Team) Other Area(s) Permanent Aug 6, 2026

Location: Leicester

Job Type: Full Time, Permanent, Hybrid / 2 office working days, Hours (36) Monday to Friday

Salary: Competitive + Benefits

We're looking for an organised and customer-focused Insurance Account Handler to join a specialist Schemes Team.
The team supports clients across Local Council and Charity insurance schemes, working closely with insurer partners and a scheme capacity provider to deliver a high standard of service throughout the policy lifecycle.
This is an excellent opportunity for someone with insurance administration, account handling or customer service experience who enjoys building relationships, solving problems and delivering outstanding customer outcomes.
No two days are the same, making this an ideal role for someone who enjoys variety, takes ownership of their work and can confidently manage multiple priorities.

As part of the Schemes Team, you will:

• Handle client enquiries via telephone and email, providing a professional and responsive service.
• Support customers with policy queries throughout the policy lifecycle.
• Process renewals, new business, mid-term adjustments and general policy administration.
• Manage delegated authority activities accurately and within agreed service standards.
• Ensure all work is completed accurately, compliantly and within required timescales.
• Take ownership of customer queries from initial contact through to resolution.
• Build strong working relationships with clients, colleagues, insurer partners and scheme providers.
• Support fair customer outcomes in line with FCA Consumer Duty requirements.
• Identify opportunities to improve service delivery and enhance the customer experience.
• Work collaboratively with colleagues to maintain excellent service levels during busy periods.

To be successful in this role, you'll have:

• Experience with in insurance administration, account handling, broking or customer service.
• Excellent communication skills, both over the telephone and in writing.
• Strong organisational skills with exceptional attention to detail.
• The ability to prioritise a busy workload while maintaining high levels of accuracy.
• A proactive approach with a strong sense of ownership and accountability.
• Experience using insurance systems and Microsoft Office applications.
• A commitment to delivering excellent customer service.
• An interest in developing knowledge of schemes, delegated authority, charity or public sector insurance.
• A willingness to work towards Cert CII (or equivalent), if not already qualified.

• Competitive salary and benefits package.
• Opportunities for professional development and career progression.
• Support towards professional qualifications, including Cert CII.
• Exposure to specialist insurance schemes and delegated authority operations.
• A collaborative and supportive team environment.
• The opportunity to work within a busy, varied and rewarding role.