About DUAL

Working across 21 countries, DUAL has built a reputation as a specialist underwriting group and the market of choice for insurance intermediaries around the world. That’s how we have become one of the world’s largest international underwriting agencies (or MGAs) with US$3.4bn GWP.

DUAL is part of Howden, a leading global insurance group with employee ownership at its heart. Founded in 1994, it provides insurance, reinsurance and underwriting services to clients ranging from private individuals to the largest multinational companies. The Group operates in 57 countries, employs over 24,000 people and manages premiums totalling US$50bn on behalf of its clients.

The Underwriting Technician delivers accurate, timely underwriting administration and responsive broker support across Personal Lines products. The role supports brokers, underwriters and internal teams by processing policy transactions, maintaining high-quality records and applying agreed underwriting procedures within delegated authority.

The role contributes to strong broker service, compliant customer outcomes and efficient operational delivery, escalating matters outside authority or requiring technical judgement.

Key accountabilities

Policy administration and processing

• Process new business, renewals, mid-term adjustments, endorsements, cancellations and policy documentation accurately and within agreed service levels.
• Check policy information and supporting documentation for completeness, consistency and accuracy.
• Maintain clear and accurate records across relevant insurance and workflow systems.
• Identify errors, missing information or unusual features and take appropriate action or escalate.

Broker support and service excellence

• Provide professional, clear and timely support to brokers by telephone, email and approved digital channels.
• Respond to queries regarding products, policy documentation, underwriting requirements and operational processes.
• Build effective broker relationships through ownership, reliability and high-quality service.
• Escalate complex, sensitive or technical matters promptly to the appropriate colleague or manager.

Technical underwriting support

• Support underwriters by gathering information, preparing referrals and completing agreed underwriting administration.
• Apply underwriting guidelines, procedures and delegated authority consistently.
• Recognise underwriting anomalies, potential risk issues and policy discrepancies, escalating them appropriately.
• Support implementation of product, process and underwriting changes.

Quality, risk and compliance

• Complete work in line with internal procedures, quality standards and control requirements.
• Maintain strong data quality and protect confidential business, broker and customer information.
• Operate in accordance with applicable FCA requirements, Consumer Duty expectations and company policies.
• Complete mandatory training and support quality assurance, audit and compliance activity when required.

Continuous improvement and teamwork

• Identify practical opportunities to improve broker experience, accuracy, turnaround times and efficiency.
• Participate in process reviews, system testing, training and change initiatives.
• Share knowledge and good practice, supporting colleagues during workload peaks and operational change.
• Take ownership of personal development and build broader product and underwriting knowledge.

Knowledge, skills and experience

Essential

• Experience in Motor Personal Lines insurance and Agricultural Fleet.
• Underwriting support, broking, policy administration or a comparable regulated service environment.
• Good understanding of insurance terminology and the policy lifecycle.
• High attention to detail, with the ability to work accurately at pace.
• Strong written and verbal communication skills, including confident broker contact.
• Ability to prioritise work, meet deadlines and take ownership through to resolution.
• Competence using Microsoft 365 and the ability to learn insurance and workflow systems.
• Collaborative approach and willingness to seek guidance when a matter is outside authority.

Desirable

• Experience of UK Motor or other Personal Lines insurance products.
• Experience working directly with insurance brokers.
• Understanding of underwriting principles, referrals and delegated authority.
• Cert CII, progress towards an insurance qualification, or willingness to study.

Personal qualities and behaviours

• Broker and customer focused, with a commitment to fair outcomes.
• Professional, dependable and accountable.
• Curious and willing to build technical knowledge.
• Calm, resilient and organised in a fast-paced environment.
• Positive team contributor who communicates openly and respectfully.
• Proactive, solutions-focused and receptive to feedback.

Development opportunities

The role provides a foundation for broader technical authority and future progression, subject to capability, business need and available opportunities. Potential pathways may include Senior Underwriting Technician, Team Leader, technical underwriting, product or operational specialist roles.

General responsibilities

• Act consistently with company values, policies and standards of conduct.
• Carry out other reasonable duties aligned to the nature and level of the role.
• Maintain confidentiality and comply with information security and data protection requirements.
• Support an inclusive working environment in which colleagues, brokers and customers are treated with dignity and respect.

What do we offer in return?

A career that you define.

Of course, we offer a competitive range of rewards and benefits to support you, but we know you expect all that.

What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.
 
Our culture: people first

Our core values dictate how we live and work. We’re a group with independence and people at its heart – and a home for talent with a unique culture: the biggest small company in the world.

Being a people-first business has always been central to who we are. Our vision was to create an independent organisation with a distinctive culture that would survive and thrive through the people who shape it. Finding the most talented and entrepreneurial individuals to join the group has been, and will continue to be, key to our success.

Diversity and inclusion

At DUAL, our people are our greatest strength. We are committed to building an open and inclusive culture where everyone feels trusted and that they belong. We work to ensure all candidates, employees, clients and business partners are treated with fairness and respect.

We want every candidate to be able to bring their best to the recruitment process, so if you require reasonable accommodation at any stage, please let us know and we will work with you to provide appropriate support.

Permanent