Claims & Complaints Specialist

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a ­­­­Claims & Complaints Specialist to join our Customer Care team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of 5000+ smart lockers, 200+ leading retail partners like Vinted, ASOS, Zara and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

About the role:

We are seeking a dedicated and detail-oriented Customer Service Claims Specialist to join our team. This role plays a critical part in providing exceptional customer service by efficiently and accurately processing claims and addressing customer inquiries. The successful candidate will be responsible for handling claims, ensuring compliance with company policies, and delivering a positive customer experience.

What you’ll be doing:

Claims Processing:

· Receive and review customer claims, ensuring all required documentation is provided.

· Assess the validity of claims based on established guidelines and policies.

· Accurately enter claim information into the company's system.

Customer Support:

· Respond promptly to customer inquiries and provide clear, concise, and empathetic responses.

· Assist customers in understanding the claims process and requirements.

· Address customer concerns and work towards satisfactory resolutions.

Documentation and Record-Keeping:

· Maintain organized and detailed records of all claims and customer interactions.

· Ensure the confidentiality and security of customer information.

Quality Assurance:

· Review claims for accuracy and completeness to minimize errors.

· Collaborate with other departments to resolve complex claims or issues.

Compliance:

· Ensure compliance with company policies, industry regulations, and legal requirements.

· Stay up-to-date with changes in regulations and procedures related to claims processing.

Efficiency and Productivity:

· Strive to meet or exceed productivity and performance targets.

· Identify opportunities for process improvement and suggest enhancements to streamline claim handling.

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

· Proven experience in customer service, claims processing, or a related field

· Strong attention to detail and problem-solving skills

· Excellent communication and interpersonal skills

· Ability to handle sensitive and confidential information with discretion

We’d be particularly excited to hear from you if:

You have a passion for helping customers, a keen eye for detail, and the ability to navigate complex claim processes, we encourage you to apply for this role. Join our team and play a pivotal role in providing exceptional service while ensuring that our customers' claims are handled efficiently and fairly.

Perks of the job!:

We love to reward our people for the great work they do:

🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
More time for you to relax, explore, and enjoy life.

🌟 Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

🌍 Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

👶 Enhanced Parental Leave
We support you during those precious family moments.

🚊 Rail Discount
Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a 10% contribution from InPost, making your commute more affordable.

🌳 Volunteering Day
Take a paid day to make a difference in your community

More Perks...

🏡 Hybrid Working (Role suitability dependent)
We innovate, collaborate and optimise by coming together 2-3 days per week in the office

💼 The Tech You Need
Work from home like a pro with the right tech set up

📚 LinkedIn Learning
Boost your skills and knowledge with endless learning opportunities.

💰 Perks at Work
Save money on life’s big and small purchases with access to local and national discounts and online classes.

🐶 Bring Your Dog to Work Day (Every Friday)
Make every Friday pawsitively amazing!

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.