Customer Claims Complaints & QA Specialist
Description
Are you looking for a new challenge?
Fancy helping us shape the future of motor insurance?
Prima could be the place for you.
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. 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.
What you'll do
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Investigating and responding to informal and formal complaints
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Complete quality assurance checks across various channels
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Prepare Financial Ombudsman (FOS) case files
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Handle DSR requests and responding to customers in required timeframe
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Investigate and handle potential sanction matches, ensuring these are managed in a timely manner
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Work with the Compliance team on various compliance topics
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Stay up to date with relevant FOS decisions and share this information with colleagues
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Support and resolve requests from team members to provide a comprehensive response to our customers
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Maintain a close understanding of claims processes
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Actively help shape and define new complaints and QA workflows as this newly created role and team evolve.
What we’re looking for
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Strong foundational understanding of customer claims processes and regulatory standards
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Clear experience of handling regulatory complaints within an FCA environment
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Great communication skills
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A passion for delivering excellent experiences to customers and colleagues
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Experience of working successfully in a regulated service environment with evidence of consistently applying
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Treating Customers Fairly principles
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Analytical problem solving abilities
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Familiarity with the insurance industry, its key metrics, and associated challenge
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High level of adaptability and comfort with ambiguity, with the enthusiasm to help shape a newly created role as it evolves
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Proven ability to thrive and maintain focus in a fast-paced, rapidly changing environment
🏁 Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.
🌈 Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.
Think you’re a match? Apply now.
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.
Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at [email protected]. Let’s build the future of insurance, together.
As published by lever · 11 questions · 2 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website
Short answers (1)
- If no, what kind of visa or work permit allows you to work in these countries?
Pick from a list (8)
- Do you need visa sponsorship from your new employer?
- How did you find out about our vacancy?
- Do you currently hold any roles in the public administration?
- Do you have at least 2-3 years of experience handling formal customer complaints specifically within motor insurance claims?
- Have you worked in an FCA-regulated environment, applying regulatory standards such as Treating Customers Fairly (TCF) or preparing case files for the Financial Ombudsman Service (FOS)?
- Do you have experience in investigating and resolving these complaints?
- Do you have experience in Quality Assurance and Audit work?
- This role is office-based five days a week during probation (four days in the office afterwards). Are you able to work this way?
Written answers (2)
- If you selected the university website, a job fair or an internal event as your source, please specify which one. optional
- Please let us know if you have any access requirements or specific needs during the recruitment process. Prima is an inclusive employer, committed to supporting you at every stage of the recruitment process. optional