Claims Operations Leader: Accidental Damage (Hybrid UK)

hastingsdirect; Leicester; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working

4Cs bonus

Private medical Insurance

Life assurance

Pension contributions

Job summary

Hastings Direct in the United Kingdom is seeking a Claims Operations Manager (Contact Centre Leader) to oversee the Accidental Damage operation across the UK, including office-based and outsourced teams. You will drive performance, quality and regulatory compliance while delivering ambitious targets for customer outcomes and indemnity.

You will lead, coach and develop teams, partner with internal and external stakeholders, and use data to identify improvements.

Qualifications

• Experience leading a regulated contact centre environment in insurance or financial services.
• Track record of building high-performance teams and managing performance.
• Experience in design, delivery and measurement of core contact processes.
• Ability to set a vision and translate it into competitive advantage in a fast-paced setting.

Responsibilities

• Oversee Accidental Damage operation across UK locations and outsourced teams.
• Coach and inspire operational colleagues to achieve engagement and performance targets.
• Ensure first-contact resolution and effective reserve management within policy.
• Own quality, regulatory compliance and process effectiveness across the operation
• Use data to drive performance improvements and stakeholder reporting.
• Lead continuous improvement and manage outsourced partners against contracts.

Skills

Operational leadership

Regulated contact centre

Performance management

Outsourced partner management

Data-driven decision making

Job description

Hastings Direct in the United Kingdom is seeking a Claims Operations Manager (Contact Centre Leader) to oversee the Accidental Damage operation across the UK, including office-based and outsourced teams. You will drive performance, quality and regulatory compliance while delivering ambitious targets for customer outcomes and indemnity.

You will lead, coach and develop teams, partner with internal and external stakeholders, and use data to identify improvements.