Vulnerable Customer Specialist - Claims

Davies; Stoke-on-Trent; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Thrive at Davies; learningOpportunites

Job summary

Davies in Stoke-on-Trent is seeking a Vulnerable Customer Specialist to join our Claims Management team. You will support customers navigating insurance claims who face vulnerabilities or additional needs, ensuring fair, accessible, and respectful service throughout the process.

The role combines onsite duties with hybrid working after probation, focusing on ownership, documentation, and proactive follow-up with internal and external partners.

Qualifications

• Experience supporting vulnerable customers in insurance claims.
• Strong communication, empathy and discretion in sensitive conversations.
• Ability to coordinate with internal and external stakeholders.

Responsibilities

• Take ownership of vulnerable customer cases with timely updates.
• Coordinate with claims handlers, loss adjusters and external parties.
• Maintain confidential records of interactions and support provided.
• Review policy documents to ensure fair claims decisions.
• Guide customers through the claims process with clarity and empathy.
• Advocate for reasonable adjustments and escalate when needed.
• Assist with payments and settlements where appropriate.
• Identify and resolve complaints to achieve positive outcomes.
• Ensure compliance with contractual and regulatory requirements.
• Contribute to team success and drive business growth.

Skills

Vulnerable customer handling

Empathy and communication

Claims processing

Regulatory compliance

Problem solving

Attention to detail

Job description

Vulnerable Customer Specialist - Claims

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Description

Location: Onsite, Stoke-on-Trent. Hybrid working following probation!
Full-Time: 37.5hours 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, 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 escalated 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

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 a opportunity to purchase heath cash plan and BUPA dental plan