Claims Communications Executive

Hastings Insurance Services Limited; Bexhill-on-Sea; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A digital insurance provider in Bexhill-on-Sea is seeking a communication specialist to manage customer communications during the claims journey. The role involves collaboration with cross-functional teams to enhance communication strategies and ensure positive customer experiences. Candidates should have strong communication skills and experience in the insurance industry or a similarly regulated field. Flexible working and a competitive benefits package are offered.

Benefits

Flexible working - hybrid working approach

Competitive bonus scheme

Life assurance cover

25 days annual leave

Health care cashback plans

Qualifications

• Ability to handle multiple tasks simultaneously while meeting deadlines.
• Capable of building positive relationships with key stakeholders.
• Understanding of effective communication delivery channels.

Responsibilities

• Ensure timely customer communications during claims journey.
• Collaborate with cross-functional teams to document communication needs.
• Develop strategies to streamline transactional communication workflows.

Skills

Excellent written and verbal communication skills

Strong organisational and time management abilities

Exceptional interpersonal skills

Analytical thinking and problem-solving capabilities

Proficiency in creating clear communications content

Experience in the insurance industry

Job description

Responsibilities

• Your primary responsibility will be to ensure relevant and timely customer communications are sent during their claims journey, across a blend of channels including email, text message, digital notifications, and printed letters where applicable.
• Collaborate with cross-functional teams, including Claims SMEs, Compliance, Legal and customer service representatives, to gather information (customer pain points, complaints, identified improvements) and document communication requirements needed.
• Work with the relevant Claims process lead to review an As-Is and To-Be process map and uncover the answers to the questions: why, what, how, when and to whom the communications are/should be generated, to create a great Hastings Direct customer experience and good customer outcomes.
• Identify areas of improvement and develop strategies to streamline transactional communication workflows.
• The responsibilities will be varied and may evolve over time, including reviewing live outputs, updating Technical Specifications or contributing to overall project plans.

Qualifications

• Excellent written and verbal communication skills with a keen eye for detail.
• Strong organisational and time management abilities, with the capacity to handle multiple tasks simultaneously while meeting deadlines.
• Exceptional interpersonal skills to effectively collaborate with cross-functional teams and build positive and trusted relationships with key stakeholders.
• Analytical thinking and problem-solving capabilities to identify process and communications gaps and propose effective solutions.
• Proficiency in creating clear, concise and logical communications content (not design); understanding when to leverage the most appropriate delivery channel for the customer audience.
• Experience in the insurance industry (ideally Claims) is preferred; experience in a highly regulated industry is a good substitute.

About Hastings Direct

We are a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We have made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We provide insurance for over three million customers, and we know there is even bigger opportunity out there. Welcome to Hastings Direct.

Benefits

• Flexible working - hybrid working approach
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing - life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%
• Mental wellbeing programme and support services
• 25 days annual leave + bank holidays, with option to buy or sell one week
• Health care cashback plans, dental plans, discounted health assessments, Cycle to work and tech schemes
• Onsite facilities, social events, and additional benefits