Policy Administrator

Location: Cardiff (Hybrid - 2 days per week in the office)
Contract: Maternity Cover
Salary: £24,800 - £25,200 per annum
Hours: Monday to Friday, between 08:30 and 17:30

We're looking for a Health Policy Administrator to join our Operations team on a maternity cover contract. This is a varied and rewarding role, supporting our International Private Medical Insurance (IPMI), Underwriting, Sales, Finance, and Claims teams with high quality administrative and customer service support.

You'll play a key part in managing the day to day administration of IPMI policies, working closely with colleagues, brokers, sales partners, and our growing international member base. Often the first point of contact, you'll help ensure our customers receive a professional, efficient, and positive experience at every stage of their policy lifecycle.

This role is ideal for someone who thrives in a fast paced environment, enjoys working with detail, and takes pride in delivering excellent customer service.

• Provide end to end administrative support across the full policy lifecycle, including quotations, new business, renewals, amendments, fulfilment, and cancellations
• Manage and respond to policy related enquiries via phone, email, live chat, WhatsApp, and web chat in a professional and timely manner
• Action all incoming policy administration emails within agreed service levels, ensuring accuracy and compliance with internal systems and standards
• Issue policy documentation accurately and promptly
• Support the Finance team by processing premium payments and securely taking credit card details where required
• Assist the Claims team with policy related queriesMaintain accurate records and ensure all work aligns with company procedures and service expectations
• Escalate complex queries or workload challenges appropriately
• Collaborate with colleagues across the business to support operational goals

Essential Skills & Experience

• Strong administrative or customer service experience
• Confident using Microsoft Office 365 (Outlook, Word, Excel)
• Excellent written and verbal communication skills
• High levels of accuracy and attention to detail
• Ability to manage multiple tasks, prioritise effectively, and work calmly under pressure

Desirable

• Experience within private medical insurance, underwriting, or policy administration
• Familiarity with customer facing roles involving phones and digital communication channels

Personal Attributes

• Professional, approachable, and customer focused
• Well organised with strong time management skills
• Proactive, adaptable, and solution oriented
• Comfortable working independently and as part of a supportive team

• Hybrid working with 2 days per week in our Cardiff office
• Structured training and ongoing support
• Opportunity to gain experience within international private medical insurance
• A collaborative and professional working environment

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.