Customer Care Specialist (Insurance)

Location: Liverpool City Centre, UK, on a hybrid working basis. Working hours are Monday to Friday, 9:00am–5:30pm, 37.5 hours per week.

Salary: Up to £28,459 per year, plus potential performance-based bonus.

Company

hirify.global is a UK insurance group with over 40 years of specialist insurance experience, more than 1,700 employees, and roots in Liverpool.

What you will do

• Support customers experiencing financial difficulties or vulnerability and work toward positive customer and business outcomes.
• Provide customer service using TEXAS and IDEA models, aiming for one-call resolution.
• Assist customers and businesses with debt recovery while balancing customer and business needs.
• Respond to client and agent queries by phone, email, and letter, ensuring information is obtained and communicated clearly.
• Investigate cases, perform root cause analysis, and implement corrective actions to improve processes.
• Maintain accurate payment and payment-plan records and collaborate with departments and third parties.

Requirements

• Experience supporting vulnerable customers and customers experiencing financial difficulties by telephone.
• Strong communication skills, both verbal and written.
• Good organisation skills and the ability to prioritise workload and take ownership of tasks.
• Ability to investigate cases, solve problems independently, and implement corrective actions.
• Computer literacy with strong Microsoft Excel skills.
• Applicants must have at least one year remaining on a Graduate or Post-Study Work visa; visa sponsorship is not available.

Nice to have

• Credit Control department experience within the insurance industry.

Culture & Benefits

• Hybrid working options designed to support work-life balance and individual needs.
• Up to 35 days of holiday including bank holidays, depending on role and tenure, with buy and sell options.
• 24/7 mental health support and free counselling.
• Career fairs, leadership programmes, and ongoing learning opportunities.
• Flexible benefits, early salary access, recognition awards, and social events.

Hiring process

• Successful applicants undergo employment checks before starting, including a standard criminal record check and an insolvency register check.
• Reasonable adjustments are available during the recruitment process and employment.