Acturis Support Officer

Job title: Acturis Support Officer

Location: London (hybrid working available)

Salary: negotiable

Job Purpose

The Acturis Support Officer is responsible for providing first-line functional and system support for Acturis to the business, via phone and email. The role requires a strong understanding of insurance operations and Acturis functionality to resolve user issues, support system configuration changes, and proactively identify opportunities for improvement.

Working closely with the Acturis Support Lead and wider Retail Operations team, the postholder will provide effective, timely remote and on-site support, helping to ensure Acturis is used consistently, efficiently, and in line with governance controls across the business.

Key Responsibilities

• Provide first-line Acturis support to the business, responding to queries and issues via phone and email.
• Assist the Acturis Support Lead in delivering a high-quality support service aligned to business priorities and SLAs.
• Liaise with third-party suppliers, including Acturis, to ensure incidents, defects, and change requests are progressed and resolved accurately and in a timely manner.
• Support configuration changes across Acturis environments, including documentation and system updates, working closely with Senior Business Support Officers.
• Provide on-site Acturis support for new user groups, acquisitions, or migrations as required.
• Assist with system migrations and onboarding activity where applicable.
• Proactively identify opportunities to improve Acturis configuration, functionality, or ways of working, and feed these into the Acturis change and governance process.

Principal Accountabilities

• Timely and accurate resolution of Acturis-related business queries and issues.
• Adherence to agreed service levels and operational priorities.
• Compliance with Acturis Change Board controls, governance, and documentation standards.
• High levels of accuracy and attention to detail, with minimal errors.
• Contribution of new ideas to improve system use, processes, and user experience.
• Work with Acturis Training and Support Officers to ensure user guidance and training materials remain current and accurate.
• Provide ad-hoc support to the Head of Operational Delivery as required.

Knowledge, Skills & Experience

Essential

• Minimum of 2 years' hands-on experience using Acturis in an insurance broking environment.
• Good understanding of insurance broking operations and workflows, including exposure to the UK insurance and/or Lloyd's market.
• Strong problem-solving skills with the ability to diagnose issues and identify appropriate solutions.
• High attention to detail and accuracy.
• Strong verbal and written communication skills, with the ability to explain system concepts clearly to users.
• Ability to manage a wide range of stakeholders and provide appropriate levels of support.
• Experience working with third-party suppliers.
• Ability to multitask effectively in a fast-paced operational environment.
• Proficient in Microsoft Excel, PowerPoint, and other Microsoft Office tools.

Desirable

• Experience supporting system configuration changes or system migrations.
• Exposure to change governance processes within an insurance or financial services environment.
• Experience supporting users across multiple sites or business units.
• Experience using and working with IT / service management ticketing systems (e.g. for logging, prioritising, and tracking support requests).