Customer Claims Complaints & QA Specialist

Prima; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Mentorship & growth plan

Private healthcare

Gym discounts

Wellbeing programs

Job summary

Prima is seeking a Customer Claims & QA Specialist to support our First Response Team, handling informal and formal complaints, performing QA checks, and preparing FOS case files.

This newly created role will evolve with the team, offering hybrid working and a range of benefits including private healthcare, gym discounts, wellbeing programs and a growth plan. Join us to help shape the future of motor insurance in a fast-paced, regulated environment.

Qualifications

• Strong foundation in customer claims processes and regulatory standards.
• Experience handling regulatory complaints in FCA environment.
• Excellent communication and customer-focused mindset.
• Experience in regulated service with Treating Customers Fairly (TCF) principles.
• Analytical problem-solving abilities.
• Familiarity with insurance metrics and challenges.
• Adaptable and able to shape a newly created role as it evolves.
• Thrives in a fast-paced, changing environment.

Responsibilities

• 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 respond within required timeframe.
• Investigate and handle potential sanction matches, ensuring timely management.
• Work with the Compliance team on various topics.
• Stay up to date with relevant FOS decisions and share 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 role evolves.

Skills

Claims processes

Regulatory standards

Communication skills

Treating Customers Fairly

Analytical thinking

Insurance industry knowledge

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.

Customer Claims & QA Specialist

Reporting into the First Response Team Lead, the Customer Claims & QA Specialist 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.