Vulnerable Customer Specialist - Claims

Location: Onsite in Stoke-on-Trent, United Kingdom; hybrid working available following probation

Company

hirify.global is a specialist professional services and technology firm serving insurance, financial services, public sector, and other highly regulated clients.

What you will do

• Take ownership of vulnerable customer cases, provide timely updates, maintain accurate documentation, and follow up proactively.
• Guide customers through household insurance claims with clarity, patience, empathy, and appropriate reasonable adjustments.
• Process claim notifications, review policy documents, and support accurate and fair claims decisions.
• Coordinate with claims handlers, loss adjusters, suppliers, and external parties to arrange customer support.
• Issue payments, arrange settlements, identify and resolve complaints, and escalate complex or sensitive cases.
• Maintain confidential records and ensure compliance with contractual and regulatory requirements.

Requirements

• Strong communication, interpersonal, empathy, and emotional intelligence skills.
• Ability to remain calm under pressure and handle sensitive conversations discreetly.
• Adaptability to different customer needs and communication styles.
• Strong numeracy, literacy, and IT skills with excellent attention to detail.
• Ability to work in a fast-paced environment and deliver timely outcomes.
• Ability to work onsite in Stoke-on-Trent, with hybrid working following probation.

Culture & Benefits

• Permanent full-time role working 37.5 hours per week.
• Hybrid, work-from-home, and collaborative office-space options are available after probation.
• 25 days of holiday, increasing to 26 days after five years and 27 days after ten years.
• Pension with 5% employee and 5% employer contributions, life assurance, and enhanced family leave.
• Professional qualification funding, leadership training, and ongoing learning opportunities.
• Wellbeing centre, employee assistance programme, financial wellbeing support, retailer discounts, and flexible benefits.

Hiring process

• Application and CV review.
• Interview.
• Offer and hiring.