Claims Operations Manager - Home

Hastings Direct; East Midlands; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading insurance provider is looking for a Claims Operations Manager to lead the Home Claims team in Leicester. This role involves driving operational excellence, managing claims processes, and ensuring high customer satisfaction. The ideal candidate will have extensive technical expertise in Home Claims and proven operational leadership. This position offers hybrid working, competitive benefits, and opportunities for professional growth.

Benefits

Flexible working

Competitive bonus scheme

Private medical insurance

Financial wellbeing support

Mental wellbeing programme

Annual leave and health schemes

Qualifications

• Extensive technical expertise in Home Claims (personal lines).
• Experience in controlling indemnity spend.
• Proven operational leadership of customer-focused teams.

Responsibilities

• Lead Home Claims Team to deliver fair outcomes.
• Ensure regulatory compliance and quality assurance.
• Utilize data to drive decision-making.

Skills

Technical expertise in Home Claims

Operational leadership

Data interpretation

Managing outsourced relationships

Job description

Overview

Job Title: Claims Operations Manager - Home Claims

Location: Leicester (Hybrid - one day a week in the office)

Welcome to Hastings Direct - Pam Angel - HR Director. We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We have invested in data and tech capabilities and nurture our 4Cs culture. We provide insurance for over three million customers and invite you to learn more about #lifeatHD and join us for the exciting chapter ahead.

If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure, we’d love to hear from you.

Role overview

Reporting into our Head of Home Claims Operations, you’ll lead a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling and excellent financial outcomes. You’ll have the overall responsibility for managing property claims, driving operational excellence across internal teams and outsourced partners, and shaping a department that consistently delivers fair, fast and accurate customer and financial outcomes. With deep technical knowledge and a passion for customer outcomes, you’ll inspire your teams to go beyond expectations and help us build a best-in-market Home Claims function.

Responsibilities

• Lead and motivate Home Claims Team Leaders and their Claims Handlers across multiple sites to deliver fair and transparent outcomes for customers, championing a first-contact resolution mindset and embedding a culture of empathy, clear communication and doing the right thing by the customer every time
• Deliver high standards of technical accuracy, reserving and indemnity control across all claims
• Own the execution and embedment of new processes and improvements, ensuring regulatory compliance and quality assurance standards are met and exceeded
• Utilise data insights to identify trends and opportunities, turning insight into action to support broader business change, including systems improvements and digital journey enhancements
• Lead development of operations, ensuring supplier partners are aligned and delivering against expectations, achieving operational KPIs while reducing leakage and improving settlement efficiency
• Inspire, coach and develop teams to deliver strong performance focused on the customer and quality, building an engaging culture with open communication

Essential skills/experience

• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding and experience controlling indemnity spend
• Proven operational leadership of high-performing, customer-focused teams, with involvement in process change and performance improvement
• Strong ability to interpret data and MI to drive decision-making
• Experience managing outsourced relationships and aligning them to business objectives
• Ability to handle surge or unusual events and motivate others to return to normal operations

The interview process

Our interview process involves the following steps:

• Recruiter screening call
• First stage interview with the hiring leader
• Second interview with hiring leaders and another member of the wider team

As a Disability Confident employer, we are committed to inclusive recruitment with fair access to support and adjustments. Applications through the Disability Confident Scheme (DCS) are welcome. For more information, visit our inclusive business page on the careers site.

Regrettably we are unable to offer sponsorship for this role.

Benefits

• Flexible working - hybrid approach; discuss details with your recruiter
• Competitive bonus scheme - 4Cs annual performance bonus
• Private medical insurance (PMI) for Band 4 colleagues
• Financial wellbeing: life assurance (4x salary), income protection, matched pension contributions up to 10%, plus discounts and financial wellbeing support
• Mental wellbeing programme including Thrive app, 24/7 support, and mental health first aiders
• 27 days annual leave + bank holidays, with option to buy or sell a week, health/cycle schemes, and other benefits

Join us and you’ll be helping to drive our growth with support, training and development. Our 4Cs focus on getting it right for colleagues, customers, the company and the community.

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Our recruitment includes credit and criminal record checks.