Vulnerable Customer Specialist - Claims in Stoke-on-Trent

Location: Onsite, Stoke-on-Trent. Hybrid working following probation! Full-Time: 37.5 hours per week. 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, suppliers 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 arranging 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.
• Metal, 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 an opportunity to purchase health cash plan and BUPA dental plan.