Customer Advisor - First Notification of Loss

Hastings Insurance Services; Leicester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Up to 5% annual discretionary bonus

Hybrid working - one day per week in/1

25 days' holiday plus bank holidays (p

Pension match up to 10%

Life insurance at four times salary

Discounts on Hastings Direct products

Tech scheme and healthcare assessments

Job summary

Hastings Insurance Services Limited in Leicester is hiring a Customer Advisor to handle First Notification of Loss. You will mainly take inbound calls, log claims, gather essential information and guide customers through the early stages of a claim with care and accuracy.

The role offers hybrid working, an initial five-week training programme and a starting salary of £26,230 per year. We value empathy, clear communication and the ability to manage difficult conversations, delivering a supportive

Qualifications

• A passion for delivering outstanding customer service.
• Strong decision-making skills, using your own knowledge and the resources available to you.
• The ability to work both independently and as part of a team.
• The ability to capture and record information accurately.
• Excellent interpersonal and communication skills.
• Experience of handling difficult conversations and managing complaints.

Responsibilities

• You will primarily take inbound calls from customers when they need us most, at the point of an incident.
• You will log claims received through a range of portals, including those reported by the police and our out-of-hours team, and support other workstreams to ensure claims are set up accurately.
• You will gather all required information, validate key details, document actions clearly and complete the preparatory steps needed for each claim to move to the next stage.
• Accuracy is key. You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information.
• You will actively listen and capture detailed accounts of customer incidents.
• You will establish claim liability quickly, ensuring our customers are safe and supported at all times.
• You will help customers reach the right outcome first time, every time.
• You will demonstrate care and empathy, ensuring customers understand the next steps in their claim.
• You will consistently deliver a first-class customer experience, making every interaction feel personal and valued.
• You will handle difficult conversations about claim liability and damage outcomes while setting clear expectations.

Skills

Customer service

Decision making

Independent work

Teamwork

Information capture

Interpersonal skills

Handling difficult conversations

Job description

Customer Advisor - First Notification of Loss

This role has an anticipated start date in 2027. As we are recruiting ahead for future opportunities, there may be a slightly longer period between submitting your application and receiving an update from our Recruitment Team. Thank you for your patience, and we look forward to reviewing your application.

Working hours and shift pattern: This role operates on a rotational Monday to Friday shift pattern, with start times ranging between 8:00am and 10:00am and finish times between 4:30pm and 7:00pm. This is not a fixed-hours role, and colleagues will be required to work a variety of shifts within the operating hours of the team. Shift patterns are determined by customer and business needs and may be amended as those requirements change. Candidates should ensure they are able to commit to a flexible working pattern across the full range of shift times before applying.

Training: Our five-week training programme is delivered through a hybrid approach, combining 3/4 days a week face-to-face and the rest virtual.

Hybrid working: You will usually attend the office once a week and work remotely for the rest of the time, although you are welcome to attend more frequently if that suits you. When training or events are arranged, you may be required to attend in person for their duration.

Salary: £26,230 starting salary.

Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

The role

• You will primarily take inbound calls from customers when they need us most, at the point of an incident.
• You will log claims received through a range of portals, including those reported by the police and our out-of-hours team, and support other workstreams to ensure claims are set up accurately.
• You will gather all required information, validate key details, document actions clearly and complete the preparatory steps needed for each claim to move to the next stage.
• Accuracy is key. You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information.
• You will actively listen and capture detailed accounts of customer incidents.
• You will establish claim liability quickly, ensuring our customers are safe and supported at all times.
• You will help customers reach the right outcome first time, every time.
• You will demonstrate care and empathy, ensuring customers understand the next steps in their claim.
• You will consistently deliver a first-class customer experience, making every interaction feel personal and valued.
• You will handle difficult conversations about claim liability and damage outcomes while setting clear expectations.

What we are looking for

• A passion for delivering outstanding customer service
• Strong decision-making skills, using your own knowledge and the resources available to you
• The ability to work both independently and as part of a team
• The ability to capture and record information accurately
• Excellent interpersonal and communication skills
• Experience of handling difficult conversations and managing complaints

What we offer

Join us and you'll find a different way of doing things. We call it the 4Cs - focusing on getting it right for our colleagues, customers, company and community.

As one of our colleagues, you'll help drive our growth. In return, we'll give you all the support, training and development you need. This includes initial in-house training on our products and systems, taking live calls alongside an experienced colleague, and ongoing training tailored to your individual needs. You'll also benefit from recognition and rewards, the opportunity to share and implement your ideas, and the chance to develop your career across the business.

Benefits you'll receive

• Up to 5% annual discretionary bonus
• Hybrid working - one day per week in the office, with the option to attend more frequently
• A fantastic open-plan modern office
• A relaxed, friendly and diverse working environment
• Harry's - a great onsite restaurant offering a wide range of choices at breakfast and lunchtime, plus an onsite Costa Coffee
• 25 days' holiday plus bank holidays, with the option to buy and sell up to five days
• Pension match of up to 10% of your salary
• Life insurance at four times your base salary
• Discounted Hastings Direct products
• Discounts and cashback with well-known retailers
• Tech scheme, cycle-to-work scheme, health assessments and skin checks upon completion of probation
• Refer-a-friend scheme - earn £500 for every successful referral
• All the technology you need, including a brand-new Microsoft Surface laptop

Our commitment to inclusion

As a Disability Confident employer, we are committed to ensuring our recruitment processes are fully inclusive. This means if you apply for a role with us, you will have fair access to support and adjustments throughout your recruitment journey.

For this position, we are regrettably unable to