Claims Operations Lead – Accidental Damage

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 65,000 - 78,000; Full time

Benefits offered by this job

Car allowance £5k

Private medical insurance

Annual leave 27 days

Hybrid working

Bonus scheme

Job summary

Hastings Direct is seeking a Claims Operations Manager to lead the Accidental Damage operation across the UK, including office-based and outsourced teams in Leicester or Bexhill. You’ll partner with internal and external stakeholders to deliver ambitious targets and establish a market-leading repair and total loss claims operation.

The role requires strong regulated environment leadership, hands-on performance coaching, and a strategic mindset to design and improve processes, using data to drive

Qualifications

• Experience leading in a regulated contact centre/insurance environment.
• Proven track record of coaching high-performance teams.
• Experience designing and delivering key contact processes.
• Ability to set a vision and maintain competitive advantage.

Responsibilities

• Oversee Accidental Damage operation across locations including outsourced teams.
• Lead, coach and engage staff to achieve targets and maintain high performance.
• Deliver quality customer outcomes, ensure first contact resolution and policy-aligned decisions.
• Own regulatory compliance and process effectiveness across the operation.
• Use data to drive performance improvements and manage outsourced partners against contracts.
• Drive continuous improvement and coordinate cross-business collaboration.

Skills

Operational leadership

Performance management

Process design

Strategic thinking

Outsourcing experience

Job description

Hastings Direct is seeking a Claims Operations Manager to lead the Accidental Damage operation across the UK, including office-based and outsourced teams in Leicester or Bexhill. You’ll partner with internal and external stakeholders to deliver ambitious targets and establish a market-leading repair and total loss claims operation.

The role requires strong regulated environment leadership, hands-on performance coaching, and a strategic mindset to design and improve processes, using data to drive