Customer Experience Adviser (Sensitive Claims)

TL;DR

Customer Experience Adviser (Sensitive Claims): Managing customer interactions across telephony, email, and written correspondence for sensitive claims with an accent on empathy, trust-building, and regulatory compliance. Focus on resolving complex complaints, identifying process improvements, and delivering personalized financial outcomes for policyholders.

Location: Hybrid (Cardiff, UK)

Salary: £24,720

Company

hirify.global is a leading UK financial services group and major global investor focused on retirement and protection solutions.

What you will do

• Deliver outstanding customer experiences via telephony, email, and written correspondence.
• Ensure strict compliance with regulatory and internal processes to protect customers and the business.
• Take ownership of customer interactions to deliver personalized and empathetic outcomes.
• Identify, prioritize, and resolve complaints while utilizing feedback for improvement.
• Spot opportunities to enhance the customer journey and optimize internal processes.
• Provide timely and relevant financial information to help customers make effective decisions.

Requirements

• Caring and compassionate nature suitable for handling sensitive conversations.
• Excellent attention to detail with the ability to report information accurately.
• Confidence in learning and adapting to multiple systems and processes.
• Proven ability to prioritize and manage queries effectively.
• Strong written and verbal communication skills.
• Collaborative mindset and sound commercial judgement.

Culture & Benefits

• Annual performance-related bonus plan and valuable share schemes.
• Generous pension contributions and life assurance.
• Healthcare plan for permanent employees.
• Minimum 25 days holiday plus public holidays, with options to buy or sell leave.
• Electric car scheme via tax-efficient salary sacrifice.
• Various discounts for company products and high street stores.