Position Permanent

Location Ashford

Salary £30000 to £35000

Contact Richard Creer

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Sales Support & Case Progression Executive
Salary: £30,000-£35,000
Location: Hybrid (minimum 3 days per week in office)

About the role

We are a growing, family-run financial services business specialising in life insurance, critical illness cover, and income protection.

This is a non-advisory, FCA-regulated administrative role. The purpose of the role is to support advisers, progress cases efficiently, and ensure customers receive a smooth, professional experience from application through to policy going live and beyond.

This is a hands-on, detail-driven Sales Support and Case Progression role that requires someone who is:

Highly organised

Comfortable on the phone

Confident speaking to customers, insurers, and medical professionals

Happy owning processes and seeing cases through to completion

Key responsibilities

This role has three core areas of responsibility:

1. Sales administration & compliance support

Data entry and processing of new protection applications

Progressing life insurance, critical illness, and income protection cases

Ensuring all post-sale administration is completed accurately and compliantly

Maintaining CRM and internal records

Supporting advisers with FCA-regulated administrative tasks (training provided)

Acting as part of a dedicated Sales Support team ensuring operational efficiency

2. Case Progression (underwriting pipeline management)

A major part of this Sales Support role is actively progressing live cases. This will include:

Chasing insurers and underwriters for updates

Liaising with GPs and medical providers to follow up on medical reports

Keeping customers informed throughout the underwriting process

Prompting customers to complete outstanding requirements

Taking ownership of Case Progression and ensuring cases do not stall

3. Customer follow-up & ongoing support

Acting as a point of contact for existing customers once policies are live

Handling customer queries such as policy updates, address changes, or general questions

Providing a professional, reassuring experience to customers who may be discussing sensitive health information

Phone-based work
Approximately up to 50% of this Case Progression and Sales Support role involves being on the phone, including:

Outbound calls to customers

Calls to insurers and underwriters

Calls to GP practices and medical providers

Conducting or supporting health and lifestyle questionnaires when required

While advisers usually complete applications, there will be occasions where you support or complete them, so you must be comfortable discussing medical and lifestyle information confidently and professionally.

Who this role is for

This role would suit someone who:

Has experience in financial services administration or Sales Support, or

Has strong administrative and customer-facing experience and is keen to develop within financial services

Is comfortable managing multiple cases at once

Is organised, methodical, and reliable

Is confident speaking on the phone and chasing outcomes

Takes pride in keeping things moving and done properly

This is a busy, structured Sales Support and Case Progression role - but not a high-pressure sales environment. Its ideal for someone who enjoys ownership and seeing tasks through to completion.

Training & support

Full training provided on FCA-regulated administrative processes

Ongoing support from advisers and directors

Clear systems and processes in place, with scope to improve them over time

Working arrangement

This is a hybrid role:

Minimum of 3 days per week in the office (mandatory)

Up to 2 days per week working from home

We believe being together in the office is important for communication, team culture, and training. This role is not suitable for someone seeking a fully remote position.

Progression opportunities

This Sales Support and Case Progression role is part of a growing support function. As the business continues to expand:

Additional support staff will be hired

There will be opportunities to take on more responsibility

Strong performers can progress into senior admin, operations, or specialist support roles

Questions: Please respond Yes or No to the following in you application notes.

Are you able and willing to work in the office a minimum of 3 days per week (this is mandatory)?

Do you have previous experience in financial services administration, sales support, or a heavily regulated administrative role?

Are you comfortable spending up to 50% of your working time on the phone, including outbound calls to customers, insurers, and GP practices?

Have you previously managed multiple cases or workflows at the same time and seen them through to completion without close supervision?

Are you comfortable professionally discussing sensitive medical or lifestyle information with customers and third parties?