Customer Claims & QA Specialist — Hybrid, Growth & Compliance

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

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.