Senior Customer Solutions Specialist

Location: Bristol (BS35 3QH)

Job Type: Full-time

Salary: £30,000 per year,

Start Date: As soon as possible

About Devon Bay Solutions

Devon Bay Solutions is a trusted provider of property repair and home emergency services across the UK. We also manage a wide range of insurance claims, including First Notification of Loss (FNOL), Legal Expenses, Mediation and Vehicle Assistance.

As our business continues to grow, we're looking for an experienced Senior Customer Solutions Specialist to join our team. This is an excellent opportunity for an experienced claims or customer service professional who enjoys mentoring others, sharing technical knowledge and leading by example while continuing to deliver an exceptional customer experience.

The Role

As a Senior Customer Solutions Specialist, you'll play a key role in supporting both our customers and our team. Alongside managing your own caseload, you'll provide day-to-day technical guidance, support colleagues with complex queries, help prioritise workloads and contribute to maintaining the high standards of service our customers expect.

Working closely with the Head of Quality & Productivity, you'll help drive performance, quality and continuous improvement across the department.

Key Responsibilities

• Handle complex customer claims from First Notification of Loss (FNOL) through to resolution.
• Support colleagues with technical guidance and assistance on complex cases.
• Act as an escalation point for customer queries and complaints.
• Verify policy cover and ensure claims are validated accurately.
• Coordinate emergency repairs with our approved contractor network.
• Monitor claim progress and ensure service level agreements are consistently achieved.
• Assist with prioritising and distributing workloads across the team.
• Help coach and develop team members through ongoing support and knowledge sharing.
• Maintain accurate claim records and documentation.
• Ensure compliance with FCA regulations, data protection legislation and company procedures.
• Promote a positive, collaborative and customer-focused team environment.

About You

We're looking for someone who combines excellent customer service skills with strong technical knowledge and a genuine passion for supporting others.

You'll have:

• Previous experience within insurance claims, assistance services or a regulated customer service environment.
• Strong understanding of claims handling and customer service best practice.
• Experience managing complex customer enquiries and complaints.
• Excellent communication and interpersonal skills.
• The confidence to coach, mentor and support colleagues.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Excellent attention to detail and problem-solving abilities.
• The ability to remain calm and make sound decisions in a fast-paced environment.
• Confidence using multiple computer systems simultaneously.

Previous experience in a senior, team leader or mentoring capacity would be advantageous but is not essential. We're looking for someone with the right attitude, technical knowledge and a passion for helping others succeed.

Working Hours

Shift rotation between 8:00am and 8:00pm, five days per week, including some weekends (with a weekday off when working weekends).

Benefits

• Hybrid working following successful probation
• Company pension
• Private medical insurance
• Life insurance
• Sick pay
• Free on-site parking
• Casual dress
• Career development opportunities
• Supportive and collaborative working environment

Additional Information

• Driving licence and access to a vehicle are essential.
• Work location: Hybrid remote in Bristol (BS35 3QH).

How to Apply

If you're an experienced Claims Handler, Senior Customer Service Advisor or insurance professional looking for your next challenge, we'd love to hear from you.