Customer Claims Complaints & QA Specialist

PRIMA; Manchester; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Hybrid work

Learning resources

Private healthcare

Gym discounts

Wellbeing programs

Mental health support

Job summary

Prima is seeking a Customer Claims Complaints & QA Specialist to join the UK Claims team in a newly created role. You will investigate complaints, perform QA checks, and help ensure exceptional customer service and compliance across channels.

Based in Manchester with hybrid working, the role offers opportunities to shape new workflows as processes mature and expand the team.

Qualifications

• Strong understanding of customer claims processes and regulatory standards.

Responsibilities

• Investigate and respond to informal and formal complaints.
• Perform quality assurance checks across channels.
• Prepare FOS case files.
• Handle DSR requests and respond within required timeframes.
• Investigate potential sanction matches and manage them promptly.
• Collaborate with Compliance on various topics.
• Share updates on relevant FOS decisions with the team.
• Support teammates to provide comprehensive customer responses.
• Maintain knowledge of claims processes.
• Help shape new complaints and QA workflows as the team evolves.

Skills

Claims processes understanding

FCA/regulatory experience

Excellent communication

Analytical thinking

Adaptability

Job description

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.

To help fuel that growth, we need a Customer Claims Complaints & QA Specialist to join our Claims UK team.

The Customer Claims Complaints & QA Specialist reporting into the First Response Team Lead and will be supporting our Customer complaints & Quality Assurance activities to ensure we provide good outcomes for our customers, ensuring the delivery of exceptional service standards. This is a newly created, dynamic role that will evolve over time as the Claims Team grows and processes develop.

Excited to make an impact? Here are the details

What you'll do

• Investigating and responding to informal and formal complaints
• Complete quality assurance checks across various channels
• Prepare Financial Ombudsman (FOS) case files
• Handle DSR requests and responding to customers in required timeframe
• Investigate and handle potential sanction matches, ensuring these are managed in a timely manner
• Work with the Compliance team on various compliance topics
• Stay up to date with relevant FOS decisions and share this information with colleagues
• Support and resolve requests from team members to provide a comprehensive response to our customers
• Maintain a close understanding of claims processes
• Actively help shape and define new complaints and QA workflows as this newly created role and team evolve.

What we’re looking for

• Strong foundational understanding of customer claims processes and regulatory standards
• Clear experience of handling regulatory complaints within an FCA environment
• Great communication skills
• A passion for delivering excellent experiences to customers and colleagues
• Experience of working successfully in a regulated service environment with evidence of consistently applying
• Treating Customers Fairly principles
• Analytical problem solving abilities
• Familiarity with the insurance industry, its key metrics, and associated challenge
• High level of adaptability and comfort with ambiguity, with the enthusiasm to help shape a newly created role as it evolves
• Proven ability to thrive and maintain focus in a fast-paced, rapidly changing environment

Why you’ll love it here:

We want to make Prima a happy and empowering place to work. So if you decide to join us, you can expect plenty of perks.

• Work Your Way: Enjoy hybrid working, with a mix of home and office days.
• Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.
• Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.

Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at [e-mail]. Let’s build the future of insurance, together.