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

Additional

🏁 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 accessible.recruiting@prima.it. Let’s build the future of insurance, together.