About this role
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. 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 escalate 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