Vulnerable Customer Specialist (Stoke)
Employer: Davies
Location: Hybrid - Flexible working; hybrid, work from home or join a collaborative office space
Working hours: Full time
Salary: Not listed
-
Interested in starting a career in an international insurance company? Look no further! Davies is seeking a Vulnerable Customer Specialist to join our successful Property team in our Stoke office dealing with multiple clients within the household market. In this role you will provide compassionate, tailored support to customers navigating insurance claims while experiencing vulnerabilities or additional needs. This role ensures that all customers receive fair, accessible, and respectful service throughout the claims process, with a focus on removing barriers and promoting positive outcomes.
Key Responsibilities
Take ownership of vulnerable customer cases, ensuring timely updates, accurate documentation, and proactive follow-up.
Liaise with internal claims handlers, loss adjusters, supplier and external parties to coordinate support.
Maintain detailed and confidential records of customer interactions and support provided.
Processing claims notifications, including the review of policy documents to ensure an accurate and fair claims decision is made
Guide customers through the claims process with clarity, patience, and empathy, ensuring they understand next steps and available support
Advocate for reasonable adjustments and escalate complex or sensitive cases to specialist teams when needed
Issuing payments and arrange settlements as needed
Recognising customer complaints, and actively seeking a resolution for the customer
Ensuring compliance with contractual and regulatory requirements
Contributing to team success and driving business growth
Skills, Knowledge & Expertise
Strong Communication : excellent interpersonal skills with a high level of empathy and emotional intelligence with the ability to remain calm under pressure and manage sensitive conversations with discretion
Adaptability: Flexible approach to customer needs, including the ability to tailor communication style, support options, and problem-solving approaches
Thriving in Fast-Paced Environments: Embrace challenges and deliver swift outcomes
Attention to Detail: Excellence lies in the little things
Proactive Attitude: We love enthusiasm! Be the driving force behind positive change.
Numeracy, Literacy and IT: You can offer strong numeracy, literacy and IT skills
Job Benefits
Career & Purpose
Davies Innovation Lab
Leadership training programme
Funding for professional qualifications
Thrive at Davies; learning opportunities
Environmental & Social
The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme
Financial Health
Pension, 5% employee and 5% employer contribution
My Choices at Davies provides; High Street discounts and Financial wellbeing hub
Life assurance: x4
Refer a Friend
Cycle to Work Scheme
Lease car salary sacrifice
Davies Incentive Plan
Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
Wellbeing centre; move, munch, money & mind focus
Discounts with 100's of UK retailers
EAP; 24/7 confidential helpline
25 days holiday, increases to 26 days after 5 years and 27 after 10 years
Flexible working; hybrid, work from home or join a collaborative office space
Dress for your day
Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan
About Davies
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.
The Work From Home Hub is dedicated to finding and sharing remote and hybrid job opportunities across the UK. The content available on theworkfromhomehub.co.uk is intended for general informational purposes only. While we strive to ensure the information provided is accurate and reliable, we make no guarantees or warranties, expressed or implied, regarding the accuracy, adequacy, validity, reliability, availability, or completeness of the information presented on our site.
