Claims Vulnerable Customer Specialist (Insurance)

TL;DR

Claims Vulnerable Customer Specialist (Insurance): Providing compassionate and tailored support to customers navigating insurance claims while experiencing vulnerabilities with an accent on fair service and removing barriers. Focus on managing complex cases, coordinating with internal and external stakeholders, and ensuring regulatory compliance.

Location: Onsite in Stoke-on-Trent, with hybrid working available following probation

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and transform core processes.

What you will do

• Manage vulnerable customer cases, ensuring timely updates, accurate documentation, and proactive follow-up.
• Coordinate support by liaising with internal claims handlers, loss adjusters, and external parties.
• Review policy documents and process claims notifications to ensure accurate and fair decisions.
• Guide customers through the claims process with empathy, clarity, and patience.
• Advocate for reasonable adjustments and escalate sensitive cases to specialist teams.
• Issue payments, arrange settlements, and actively resolve customer complaints.

Requirements

• High level of empathy and emotional intelligence for managing sensitive conversations with discretion.
• Ability to remain calm under pressure and thrive in fast-paced environments.
• Strong interpersonal communication skills and the ability to tailor communication styles.
• Excellent attention to detail and a proactive, enthusiastic attitude.
• Strong numeracy, literacy, and IT skills.

Culture & Benefits

• Financial health: Pension (5% employer contribution), life assurance (x4), and the hirify.global Incentive Plan.
• Wellbeing: 24/7 confidential helpline (EAP), wellness center, and inclusive policies (menopause, fertility, etc.).
• Time off: 25 days holiday (increasing with tenure) and flexible working options.
• Growth: Leadership training, funding for professional qualifications, and access to the hirify.global Innovation Lab.
• Perks: Cycle to Work scheme, lease car salary sacrifice, and various UK retail discounts.

Hiring process

• Initial stages include application, CV review, and a preliminary phone call.
• Final stages involve a formal interview followed by an offer.