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Date Posted: Jul 22, 2022

Location(s): Brighton, GB

Company: MetLife


Job Location: 1 day a week in the Brighton Office,

4 days from home (5 in total – Monday to Friday)

Fixed Term Contract: 12 months+ 


We are a company driven by a solid set of principles (see below) and purposes such as diversityequity, and inclusion. Our working culture provides flexibility and naturally a ‘hybrid’ working model as standard. We are part of the Women in Finance Charter, an initiative set up by the UK’s HM Treasury. We want to benefit from the many positives that come by having a more diverse working culture throughout all levels of seniority and lines of business. Our workforce enjoys excellent benefits, including private healthcare, a brilliant pension, and a host of other benefits to ensure you and yours are kept safe and protected.


MetLife Success Principles

  • Build Tomorrow – We change and innovate for sustained performance
  • Win Together - We collaborate and empower each other to succeed
  • Own It - We deliver for our customers


Role Value Proposition: 

The main responsibilities of this Customer Service role are focused on the management of IFA Agencies. As a customer service advisor this involves the processing of terms of business between MetLife and IFA’s, completing novation agreements and general answering of agency queries. Along with agency management, part of the Customer Service role is commissions focused, which involves preparation and payment of weekly / monthly payments, debt management, auditing and reconciliation and the answering of general commission queries. The Customer Service Advisor will also play a key role in the ongoing provision of support for the users of the MetLife eCommerce platform. The Customer Service Advisor will work closely with the SME to work as an effective support team going forward. As a Customer Service Advisor there will be some requirement to call our customers, in support of ongoing queries.


Customer Service Advisor key relationships: Customer Servicing Teams, Operations, Finance, Sales, ROMs, IFA’s, IT, 3rd party vendors / suppliers.    


Key Responsibilities:  

  • Processing of Terms of Business Agreements between IFA's and MetLife
  • Keying details onto agency management system
  • Checking and understanding the FCA register
  • Processing of bulk transfers of policies from one IFA to another IFA
  • Developing a relationship with the Customer Servicing Teams, Sales Teams, Regional Operations Managers, IFA's as well as with legal and compliance
  • Day to day organisation of agency management tasks
  • Dealing with escalated issues
  • Sending daily TNPS reports to new business customers
  • Sending daily unpaid reports to individual firms
  • Performs other duties as assigned or required


Essential Business Experience  

  • Relevant experience gained in a customer centric organisation, where you have dealt with business customers
  • Excellent telephone manner
  • Educated to at least GCSE level in both Math & English
  • Strong team work ethics as well as being able to work individually
  • Flexible approach & attitude
  • Able to use own initiative and work well under pressure, prioritizing workload and tasks
  • Excellent planning / organizational skills




  • Minimum 1 year of Financial Services experience
  • Natural ability to convey complex information to a wide variety of people with various levels of understanding both in writing and verbally


Essential Technical Skills:



  • Good MS Excel knowledge & IT literate
  • Strong numerical and analysis skills
  • Good communication, and organizational skills


To view our MetLife Job Applicants Privacy Notice please click Privacy policy (


MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation.  MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur “benefit in kind” tax. 



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

MetLife is proud to be an equal opportunity employer.  We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.  It is the policy of MetLife to ensure equal employment opportunity without discrimination on any basis protected by law.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 126085 

To view our MetLife Job Applicants Privacy Notice please click Privacy policy (

We welcome applications from candidates of all backgrounds, ethnicities, genders, religions and sexual orientations. 

We strive to find the best candidate for all positions and a diverse range of applicants ensures we widen our talent pool in order to achieve this. 

Those with disabilities and neurodiverse conditions, please do let us know about your reasonable adjustments to ensure that we can best meet your needs.

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