Claims Communications Executive

Hastings Direct; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading digital insurance provider is seeking a Claims Communications Executive to ensure timely customer communication during the claims journey. The role involves collaborating with cross-functional teams and improving communication workflows. Ideal candidates will possess excellent communication skills and a background in the insurance industry. Flexible working options are available, along with a comprehensive benefits package.

Benefits

Flexible working

Competitive bonus scheme

Financial wellbeing support

Mental wellbeing programme

Additional leave and healthcare benefits

Qualifications

• Must have excellent attention to detail.
• Capable of managing multiple tasks under deadlines.
• Proven capability to collaborate with cross-functional teams.

Responsibilities

• Ensure relevant customer communications are sent during the claims journey.
• Collaborate with teams to gather information and document requirements.
• Identify areas for improvement in communication workflows.

Skills

Excellent written and verbal communication skills

Strong organisational and time management abilities

Exceptional interpersonal skills

Analytical thinking and problem-solving

Ability to create clear communications content

Experience in the insurance industry

Job description

Overview

Claims Communications Executive – Hybrid role (Bexhill or Leicester, one day on site per week).

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve invested in data and technology and nurture our 4Cs culture. We’re proud of our journey and believe our success relies on the contribution of our colleagues. We provide insurance for over three million customers and invite you to explore #lifeatHD and join us to share in our growth.

We understand that not every applicant will tick every box, but if you’re excited about joining us and think you have some of what we’re looking for, we would love to hear from you.

Responsibilities

• Your primary responsibility will be to ensure relevant and timely customer communications are sent during the claims journey, across 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.
• Work with the relevant Claims process lead to review As-Is and To-Be process maps and answer: why, what, how, when and to whom the communications are/should be generated, to create a great Hastings Direct customer experience and outcomes.
• Identify areas for improvement and develop strategies to streamline transactional communication workflows.
• Responsibilities are varied and may evolve over time, including reviewing live outputs, updating Technical Specifications or contributing to overall project plans.

Essential skills/experience

• 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 and meet deadlines.
• Exceptional interpersonal skills to collaborate with cross-functional teams and build trusted relationships with stakeholders.
• Analytical thinking and problem-solving to identify process and communications gaps and propose effective solutions.
• Ability to create clear, concise and logical communications content (not design); know when to leverage the most appropriate delivery channel for the audience.
• Experience in the insurance industry (ideally Claims) is preferred; however, experience in a highly regulated industry is a good substitute.

The interview process

• 1st stage interview with the hiring leader
• 2nd stage with the hiring leader and a peer

As a Disability Confident employer, Hastings Direct is committed to inclusive recruitment. If you’re applying, you’ll have fair access to support and adjustments. We also welcome applications via the Disability Confident Scheme (DCS). For more information, please visit our inclusive careers page.

Benefits

• Flexible working – hybrid approach; speak to your recruiter for details.
• Competitive bonus scheme – annual 4Cs performance bonus.
• Financial wellbeing – life assurance (4x salary), income protection, matched pension contributions up to 10%, plus discounts, mortgage advice and financial wellbeing support.
• Mental wellbeing programme – Thrive app, 24/7 support, mental health first aiders and support groups.
• Additional benefits – 25 days annual leave + bank holidays with optional buy/sell, healthcare cash back plans, dental plans, discounted health assessments, Cycle to Work, tech schemes, and more.

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons irrespective of gender, age, race, disability, ethnicity, religion/belief, sexual orientation, gender reassignment or marital/family status. Our recruitment process may include credit and criminal record checks. If you require reasonable adjustments during the recruitment process, please let us know so we can provide support.