Customer Claims Complaints & QA Specialist

<p><span style="font-size: 16px; color: #000000;">Are you looking for a new challenge?</span></p> <p><span style="font-size: 16px; color: #000000;">Fancy helping us shape the future of motor insurance?</span></p> <p><span style="font-size: 16px; color: #000000;">Prima could be the place for you.&nbsp;</span></p> <p><span style="font-size: 16px; color: #000000;">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.&nbsp;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. </span></p><div><br></div><div><span style="font-size: 16px;">To help fuel that growth, we need a <strong>Customer Claims Complaints &amp; QA Specialist</strong>&nbsp;</span><span style="font-size: 16px;">to join our</span><strong style="font-size: 16px;"> Claims UK</strong><span style="font-size: 16px;"> team.</span></div> <div>&nbsp;</div> <div>The <strong>Customer Claims Complaints &amp; QA Specialist</strong> reporting into the First Response Team Lead and will be supporting our Customer complaints &amp; 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.</div> <div>&nbsp;</div> <div><strong style="font-size: 18px;">Excited to make an impact? Here are the details</strong></div><br><strong>What you'll do</strong><br> <li> <p>Investigating and responding to informal and formal complaints</p> </li> <li> <p>Complete quality assurance checks across various channels</p> </li> <li> <p>Prepare Financial Ombudsman (FOS) case files&nbsp;</p> </li> <li> <p>Handle DSR requests and responding to customers in required timeframe</p> </li> <li> <p>Investigate and handle potential sanction matches, ensuring these are managed in a timely manner</p> </li> <li> <p>Work with the Compliance team on various compliance topics</p> </li> <li> <p>Stay up to date with relevant FOS decisions and share this information with colleagues</p> </li> <li> <p>Support and resolve requests from team members to provide a comprehensive response to our customers</p> </li> <li> <p>Maintain a close understanding of claims processes</p> </li> <li> <p>Actively help shape and define new complaints and QA workflows as this newly created role and team evolve.</p> </li> <div>&nbsp;</div><br><strong>What we’re looking for</strong><br><div> <li> <p>Strong foundational understanding of customer claims processes and regulatory standards</p> </li> <li> <p>Clear experience of handling regulatory complaints within an FCA environment</p> </li> <li> <p>Great communication skills</p> </li> <li> <p>A passion for delivering excellent experiences to customers and colleagues</p> </li> <li> <p>Experience of working successfully in a regulated service environment with evidence of consistently applying</p> </li> <li> <p>Treating Customers Fairly principles</p> </li> <li> <p>Analytical problem solving abilities</p> </li> <li> <p>Familiarity with the insurance industry, its key metrics, and associated challenge</p> </li> <li> <p>High level of adaptability and comfort with ambiguity, with the enthusiasm to help shape a newly created role as it evolves</p> </li> <li> <p>Proven ability to thrive and maintain focus in a fast-paced, rapidly changing environment</p> </li> </div><div><strong style="font-size: 18px;">Why you’ll love it here:</strong></div> <div>&nbsp;</div> <div><span style="font-size: 16px;">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.</span></div> <div>&nbsp;</div> <div><span style="font-size: 16px;">🤸</span><strong style="font-size: 16px;">Work Your Way:</strong><span style="font-size: 16px;"> Enjoy hybrid working, with a mix of home and office days.</span></div><div><br></div><p><span style="color: #000000;"><strong>🏁 Grow with us:</strong> We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.</span></p> <p><span style="color: #000000;"><strong>🌈 Thrive and perform:</strong> Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.</span></p> <p><span style="color: #000000;">Think you’re a match? Apply now.</span></p> <p>&nbsp;</p> <p><span style="color: #000000;">At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives.</span></p> <p><span style="color: #000000;"><em>Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at ----- Let’s build the future of insurance, together.</em></span></p><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>