Vulnerable Customer Specialist - Claims

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke-on-Trent, Staffordshire, Stoke

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

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications 
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups 
• Employee volunteering programme 

• 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

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100s 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