Vulnerable Customer Specialist - Claims

Location: Onsite, Stoke-on-Trent. Hybrid working following probation!Full-Time: 37.5hours per weekDavies 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 ResponsibilitiesTake 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 madeGuide 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 neededRecognising customer complaints, and actively seeking a resolution for the customerEnsuring compliance with contractual and regulatory requirementsContributing to team success and driving business growthSkills, Knowledge & ExpertiseStrong 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 approachesThriving in Fast-Paced Environments: Embrace challenges and deliver swift outcomesAttention 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 skillsJob BenefitsCareer & Purpose Davies Innovation LabLeadership training programmeFunding for professional qualifications Thrive at Davies; learning opportunitiesEnvironmental & SocialThe Davies FoundationLocal charity fundingPennies To HeavenEmployee Resource Groups Employee volunteering programme Financial HealthPension, 5% employee and 5% employer contributionMy Choices at Davies provides; High Street discounts and Financial wellbeing hubLife assurance: x4Refer a FriendCycle to Work Scheme Lease car salary sacrificeDavies Incentive Plan Enhanced maternity, paternity and adoption payMetal, Physical & Emotional Wellbeing Wellbeing centre; move, munch, money & mind focusDiscounts with 100's of UK retailersEAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 yearsFlexible working; hybrid, work from home or join a collaborative office spaceDress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriageFlexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan