Claims Team Leader - Repair

Hastings Direct; Leicester; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Life assurance

Income protection

Pension contributions

Annual leave

Discounts

Mortgage advice

Wellbeing support

Cycle to work

Job summary

Hastings Direct, a fast-growing digital insurance provider, is seeking a Claims Team Leader – Repair in Leicester. You will lead a team of ~13 colleagues, coach, develop and drive performance while maintaining a customer-first ethos to deliver outstanding service during stressful claims moments.

The role emphasizes coaching, performance management and a focus on continuous improvement within motor claims repair and total loss processes.

Qualifications

• Previous leadership experience within Claims or the Insurance industry.
• Proven ability to lead and develop high‑performing teams.
• Strong track record of improving colleague engagement and performance.
• Experience delivering excellent customer and business outcomes.
• Demonstrable success in coaching and performance management.
• Knowledge of motor claims repair and total loss processes would be advantageous.

Responsibilities

• Lead a Repair Claims team of around 13 colleagues and drive performance, engagement and continuous improvement.
• Coach and develop team members to deliver exceptional service and align with business goals.
• Improve customer outcomes through effective process and performance management.
• Collaborate with stakeholders and support change initiatives within the claims function.

Skills

People leadership

Coaching

Performance management

Customer outcomes

Stakeholder management

Change leadership

Job description

Job Title: Claims Team Leader – Repair Location: Leicester

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 made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. 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 would love to hear from you.

Role overview

Our Repair Claims team plays a vital role in delivering outstanding customer outcomes during what can often be a stressful time for customers. As a Team Leader, you'll lead a team of around 13 colleagues, driving performance, engagement and continuous improvement while fostering a customer-first ethos. You'll empower your team through coaching, support and development, ensuring every customer receives an exceptional service experience and that colleagues understand how their work contributes to wider business goals.

Job details – you’ll need to have demonstrable experience in:

• Previous leadership experience within Claims or the Insurance industry.
• Proven ability to lead and develop high‑performing teams.
• Strong track record of improving colleague engagement and performance.
• Experience delivering excellent customer and business outcomes.
• Demonstrable success in coaching and performance management.
• Knowledge of motor claims repair and total loss processes would be advantageous.

Essential skills/experience:

• Strong people leadership and team development skills.
• Excellent coaching and performance management capability.
• Ability to inspire, motivate and drive engagement within a team.
• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong communication and stakeholder management skills.
• Ability to lead change, drive continuous improvement and create a positive, high‑performing culture.

The interview process

Our interview process involves the below:

• Recruiter screening call
• 1st stage interview with hiring leader
• 2nd interview – presentation to hiring leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website.

Regrettably, we are unable to offer sponsorship for this role.

Benefits:

There’s more!

• Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
• Competitive bonus scheme – all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in‑house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …

Join us and you’ll find a different way of doing things.

We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Job posting end date:

Would you like to learn more about how we value diversity and inclusion at Hastings Direct and what our rewards and benefits package looks like? Are you interested in how we engage with and support our local communities and the wonderful wellbeing programme you will have access to?

If you enjoyed the video and would like to learn more about #LifatHD, check out our colleague stories

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.