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Davies is seeking a Vulnerable Customer Specialist to join our Property team in Stoke-on-Trent. This full‑time, onsite role with hybrid working after probation offers 37.5 hours per week and the opportunity to support customers navigating claims who are vulnerable or have needs. You will own cases, coordinate with claims handlers and loss adjusters, maintain confidential records, review policy documents for fair decisions, guide customers through the process with clarity and empathy, advocate reasonable adjustments, escalate when needed, and help issue settlements while staying compliant. Strong communication, emotional intelligence, adaptability, attention to detail, and a proactive, numerate IT mindset are essential. To apply, tailor examples to vulnerable customer experiences, show regulatory awareness and measurable outcomes, and highlight collaboration. Deadline 14 August 2026.

Claims Vulnerable Customer Specialist

Application Deadline: 14 August 2026

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Description

Key Responsibilities

• 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

Skills, Knowledge & Expertise

• Strong 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 approaches
• Thriving in Fast-Paced Environments: Embrace challenges and deliver swift outcomes
• Attention 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 skills

Job Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications 
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups 
• Employee volunteering programme 

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme 
• Lease car salary sacrifice
• Davies Incentive Plan 
• Enhanced maternity, paternity and adoption pay

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline 
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working; hybrid, work from home or join a collaborative office space
• Dress for your day 
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan