Customer Advisor – First Notification of Loss

Hastings Direct; Leicester; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus

Open-plan office

Pension match

Life insurance

Refer-a-friend

Brand-new laptop

Job summary

Hastings Direct in Leicester is recruiting for a frontline customer claims advisor to support customers at the point of incident. You will handle inbound calls, log claims through multiple portals, validate details and ensure accuracy through every step.

The role emphasises empathy, clear communication and delivering outcomes right first time, with hybrid working and a structured five-week training programme in Leicester.

Qualifications

• Passion for delivering outstanding customer service.
• Strong decision-making skills using available resources.
• Ability to work independently and as part of a team.
• Accuracy in capturing and recording information.
• Excellent interpersonal and communication skills.
• Experience handling difficult conversations and complaints.

Responsibilities

• Take inbound calls from customers at the point of incident.
• Log claims via portals, including police-reported cases, and support other workstreams.
• Gather information, validate details, and prepare claims for progression.
• Ensure claim details are recorded accurately and follow up for missing information.
• Actively listen and capture detailed accounts of customer incidents.
• Establish liability quickly to keep customers safe and supported.
• Guide customers to the right outcomes first time.
• Demonstrate care and empathy, explaining next steps in claims.
• Deliver a first-class, personal customer experience.

Skills

Customer service

Decision making

Team player

Data capture

Interpersonal skills

Complaint handling

Job description

Be the first to support our customers when they have been involved in an accident. Are you accurate, responsive and customer-focused? If so, this could be the role for you.

Working hours and shift pattern:

37.5 hours per week, Monday to Friday, on a rotational shift pattern between 08:00 and 19:00.

Training:

Our five-week training programme is delivered through a hybrid approach, combining face-to-face sessions at our Leicester office with virtual learning.

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.

At Hastings Direct, we have a simple ambition: to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers every day across a range of channels, delivering the high-quality insurance service they deserve.

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 accept applications through the Disability Confident Scheme (DCS) due to the high volume of applications we receive. However, we have introduced an alternative approach to remove barriers: all candidates can complete first-stage assessments (online exercises), for which adjustments can be provided on a case-by-case basis.

For more information on the DCS, please visit our inclusive business page on our careers site.

If you require any reasonable adjustments during the assessment process, please contact the recruitment team at [e-mail] prior to starting any assessments, so adjustments can be considered.

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.