Customer Care Specialist (Insurance)

TL;DR

Customer Care Specialist (Insurance): Supporting customers experiencing financial difficulties and managing debt recovery with an accent on providing compassionate service and achieving one-call resolutions. Focus on investigating cases, performing root cause analysis, and collaborating with internal departments to improve business outcomes.

Location: Hybrid working based in Liverpool City Centre

Salary: Up to £28,459 plus performance bonus

Company

hirify.global is a national leader in specialist insurance with over 40 years of expertise and a team of 1,700+ people across the UK.

What you will do

• Support customers in financial difficulty or vulnerability to ensure positive outcomes.
• Provide high-quality customer service aiming for one-call resolution.
• Assist in recovering debts while balancing customer and business needs.
• Manage queries via phone, email, and letter from clients and agents.
• Investigate cases and perform root cause analysis to optimize processes.
• Coordinate with other departments and third parties to resolve mutual client issues.

Requirements

• Experience supporting vulnerable customers or those in financial difficulty via telephone.
• Must be based in or able to work from Liverpool (Hybrid).
• Visa: Must have at least one year remaining on a Graduate or Post-Study Work visa (no sponsorship available).
• Proficiency in Microsoft Excel and strong computer literacy.
• Excellent verbal and written communication skills.
• Experience in Credit Control within the insurance industry is preferred.

Culture & Benefits

• Up to 35 days of holiday including bank holidays with buy/sell options.
• 24/7 mental health support and free counselling.
• Career development through leadership programs and career fairs.
• Flexible benefits including early salary access.
• Hybrid working options to support work-life balance.
• Recognition awards and regular social events.