Service Delivery Officer

Service Delivery Officer

Location - Belfast

About the role

At ICW, great service is built on strong relationships, accuracy and doing things right. As a Service Delivery Officer, you will support the end-to-end management of insurance risks, making sure each risk is complete, compliant and ready for our underwriters to issue the certificate. That is how we build confidence with clients and brokers – our North Star: Confidence Built Together.

This is an opportunity to join a busy, supportive team where your organisation, attention to detail and commitment to service have a direct impact on how clients experience ICW.

Skills and experience matter. So does how you work. We’re looking for people who are Kind, Principled and Tenacious in everything the do.

What you’ll be doing

As a Service Delivery Officer, you will support the progression of insurance risks from initial setup through to completion, ensuring accuracy, efficiency and excellent service throughout the process. Working closely with colleagues, surveyors and other stakeholders, you will:

• Manage insurance risks throughout the client journey, ensuring applications progress smoothly from initial setup through to the point of certificate issue.
• Accurately input and maintain data within our systems, ensuring records are complete, compliant and up to date.
• Prepare risks for certificate issue, checking that all documentation is in order and all subjectivities have been satisfied before passing the risk to underwriting.
• Build positive working relationships with colleagues and stakeholders, supporting a collaborative and professional service experience.
• Deliver excellent service to clients and brokers, ensuring queries are dealt with promptly and professionally.
• Identify opportunities for improvement, contributing ideas that enhance efficiency, service quality and client satisfaction.
• Support compliance and quality standards, ensuring all work is completed in line with company requirements and industry regulations.
• Embrace new systems, processes and technologies, adapting positively to change and helping the team deliver continuously improving service levels.

What good looks like here

Our three guiding principles describe how we work at ICW. In this role, they look like:

• Be better every day
  • You notice where a risk stalls in the process and fix the cause rather than working around it. You learn new systems quickly and help colleagues get there too.
• Be the person your clients want to work with
  • Clients and brokers get an answer from you, not a holding reply. Nothing goes to underwriting until it is ready – documentation complete, subjectivities satisfied – and when something is missed you own it and put it right.
• Support one another to succeed
  • When volumes are high you pick up the team’s queue, not just your own cases. You share the shortcuts you find, and you ask early when something isn’t clear rather than guessing.

Underpinning these are our values:

• Kind – we are generous with our time, we listen and treat people with respect, especially when work is under pressure.
• Principled – we do the right thing, are honest about issues and make decisions we can stand behind.
• Tenacious – we stay with a problem until it is solved, and know when to involve others.

What we’re looking for

• Previous experience in an administrative role, ideally within insurance, financial services or another regulated environment.
• Excellent organisational skills with a strong attention to detail.
• Strong IT skills, including experience using Microsoft Office applications and CRM systems.
• Good problem-solving skills and the ability to identify practical solutions.
• Effective communication skills and the ability to build positive working relationships.
• The ability to manage workloads, prioritise tasks and maintain accuracy under pressure.
• A proactive approach to learning, change and continuous improvement.

Why join us?

• A values-led organisation where how you work matters.
• A supportive and collaborative team environment.
• Opportunities to learn, develop and grow your career.
• A role at the centre of how ICW delivers for its clients.

If this sounds like you, we’d love to hear from you. To apply please complete your details on the form on this page.

Please note that by submitting your information you agree to ICW contacting you in relation to your application.