Customer Feedback & QA Specialist

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. To help fuel that growth, we need a Customer Feedback & QA Specialist to join our Customer Care team. The Customer Feedback & QA Specialist reporting into the Customer Feedback & QA Lead will be supporting our Customer Feedback & Quality Assurance activities to ensure we provide good outcomes for our customers, ensuring the delivery of exceptional service standards. Excited to make an impact? Here are the details What you'll do Investigating and responding to informal and formal complaints Complete quality assurance checks across various channels Prepare Financial Ombudsman (FOS) case files Handle DSR requests and responding to customers in required timeframe Investigate and handle potential sanction matches, ensuring these are managed in a timely manner Work with the Compliance team on various compliance topics Stay up to date with relevant FOS decisions and share this information with colleagues Support and resolve requests from team members to provide a comprehensive response to our customers Maintain a close understanding of customers and products by engaging in Customer Fulfilment Specialist activities (handling customer queries via phone, email, and live chat) What we're looking for Demonstrable experience in a service related function Clear experience of handling regulatory complaints within an FCA environment Great communication skills A passion for delivering excellent experiences to customers and colleagues Experience of working successfully in a regulated service environment with evidence of consistently applying Treating Customers Fairly principles Analytical problem solving abilities Nice-to-have Familiarity with the insurance industry, its key metrics, and associated challenge Comfortable working in a dynamic and fast-paced environment with evolving priorities Why you’ll love it here: 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. 🤸 Work Your Way: Enjoy hybrid working, with a mix of home and office days. 🏁 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.