Customer Advisor - First Notification of Loss

Hastings Direct; Leicester Forest East; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Leicester office

25 days holiday

Pension match

Life insurance

Employee discounts

Tech scheme

Cycle-to-work

Refer-a-friend £500

Job summary

Hastings Direct in Leicester is seeking a Customer Advisor to handle first notification of loss. The role involves taking inbound calls at the point of incident, logging claims, and gathering essential information to move cases forward.

A hybrid work pattern is provided, with one in-office day per week and the remainder remote, training delivered across five weeks with ongoing development. You’ll be supported by a generous package including a £26,230 starting salary, a 5% discretionary bonus

Qualifications

• Passion for delivering outstanding customer service.
• Strong decision-making skills using knowledge and resources.
• Ability to work independently and as part of a team.
• Capture and record information accurately.
• Excellent interpersonal and communication skills.
• Experience handling difficult conversations and managing complaints.

Responsibilities

• Take inbound calls from customers at the point of an incident.
• Log claims through portals, including police-reported cases.
• Gather required information and validate details.
• Record actions clearly and prepare claims for the next stage.
• Ensure claim details are accurate and follow up for missing information.
• Deliver a first-class customer experience with empathy.
• Handle difficult conversations about liability and outcomes.

Skills

Customer service

Decision making

Communication

Teamwork

Empathy

Attention to detail

Job description

Customer Advisor - First Notification of LossThis 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 roleYou 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 forA passion for delivering outstanding customer serviceStrong decision-making skills, using your own knowledge and the resources available to youThe ability to work both independently and as part of a teamThe ability to capture and record information accuratelyExcellent interpersonal and communication skillsExperience of handling difficult conversations and managing complaintsWhat we offerJoin 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 receiveUp to 5% annual discretionary bonusHybrid working – one day per week in the office, with the option to attend more frequentlyA fantastic open-plan modern officeA relaxed, friendly and diverse working environmentHarry’s – a great onsite restaurant offering a wide range of choices at breakfast and lunchtime, plus an onsite Costa Coffee25 days’ holiday plus bank holidays, with the option to buy and sell up to five daysPension match of up to 10% of your salaryLife insurance at four times your base salaryDiscounted Hastings Direct productsDiscounts and cashback with well-known retailersTech scheme, cycle-to-work scheme, health assessments and skin checks upon completion of probationRefer-a-friend scheme – earn £500 for every successful referralAll the technology you need, including a brand-new Microsoft Surface laptopOur commitment to inclusionAs 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.Job posting end date: