First Notification Customer Services Consultant

TL;DR

First Notification Customer Services Consultant (General Insurance): Support customers at first notification for home insurance claims ranging from lost items to major damages with an accent on empathy, decision-making, and robust conversations. Focus on registering claims via telephony and webchat, routing to appropriate processes, and identifying fraud or misrepresentation.

Location: Leeds (Hybrid: at least two days per week or 40% of time in the office)

Salary: £26,200 - £27,530

Company

We're rebooting an icon and building the future of finance at hirify.global.

What you will do

• Handle first notifications for General Insurance claims via phone and online channels.
• Build rapport with customers, demonstrate empathy, and adapt communication style.
• Register new claims, complete straight-through processing, and route appropriately.
• Manage customer-focused complaints in compliance with regulations.
• Identify fraud, misrepresentation, or non-disclosure and escalate to experts.
• Work rotational shifts: 8am–6pm Mon-Fri, 9am–1pm Sat (35 hours/week).

Requirements

• People person with strong empathy, listening, and communication skills.
• Excellent decision-making, resilience, attention to detail, and emotional intelligence.
• Ability to hold robust conversations and probe for customer needs.
• Commitment to deliver promises and go above and beyond.
• Embrace company values, act inclusively, and manage risks effectively.

Culture & Benefits

• Inclusive environment celebrating diversity and treating everyone with dignity and respect.
• Workplace adjustments for disabilities, including flexibility in office attendance and patterns.
• Disability Confident Scheme guaranteeing interviews for eligible applicants.
• Adjustments throughout recruitment for disabilities, long-term health, or neurodivergent conditions.
• Hybrid working with focus on career growth and positive impact.