Customer Resolutions Specialist Claims

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Up to 5% discretionary bonus

Refer a friend £500 bonus

25 days holiday + bank holidays (buy/s

On-site restaurant

Brand-new Microsoft Surface laptop

Hybrid working pattern

Career progression opportunities

Job summary

Hastings Direct in Bexhill-on-Sea is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve customer complaints with a high level of service. The role combines in-office training with hybrid working patterns, visiting the office weekly while performing many duties remotely.

A strong emphasis on empathy, clear communication, and policy adherence will help deliver fair outcomes. You will join a FCA-regulated environment handling motor claims and customer interactions, with

Qualifications

• Experience in FCA regulated environment dealing with motor claims or complaint interactions.
• Excellent written and verbal communication skills.
• Able to adapt to changing priorities and maintain customer focus.

Responsibilities

• Investigate and resolve complaints to a high standard.
• Deliver exceptional customer service and positive first responses across contact types.
• Own and document each complaint from start to resolution.
• Ensure adherence to company policies and complaints procedures.
• Contribute to root-cause analysis and improvement actions.

Skills

Customer service

Complaint handling

Empathy

Communication

Time management

Education

FCA regulated environment experience

Tools

CRM software

Job description

Customer Resolutions Specialist (Claims)

Do you have fantastic people skills? Can you deliver a great customer experience every time? If yes, we have the perfect job for you in our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.

Working Hours / Shift Patterns

• Monday to Friday 9.00 – 17.30

Salary

The starting salary is £30,700 plus benefits (potential increase depending on experience). There is then an opportunity to increase salary and learn new upskills and develop within the team. This can only be achieved from personal development and learning new areas of the business and NOT a guaranteed increase.

Training

The core in office training will run for the first 4 weeks, you will then move to 3 weeks of Complaints training.

Hybrid Working

With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Your Role

You will be responsible for investigating and resolving complaints to a high standard, ensuring that policies, practices, and regulatory procedures are adhered to. To always deliver exceptional customer service and ensure that all your customers receive a great experience.

What you’ll be doing

• Consistently achieve all targets in line with the Key Performance Indicators for the department
• Work as part of a dedicated complaint handling team to ensure effective working relationships are built and maintained
• Always deliver excellent customer service and provide a positive first response when responding to customers across all contact types
• Take full ownership and responsibility for complaints and maintain contact with customer.
• Conduct a sufficiently detailed and documented investigation for each complaint ensuring that each point raised by your customer has been answered and fully resolved
• Make decisions appropriate for the resolution of complaints while ensuring that company policies and procedures are strictly adhered to
• Comply fully with the complaints system (Respond) procedures and ensure that each customer complaint is managed in accordance with the complaints handling procedure
• Effectively contribute to the identification and analysis of root causes of complaints and where required improvement actions

About You

We are searching for candidates that have experience working in a FCA regulated environment dealing with motor claims or complaint customer interactions, Experience supporting vulnerable customers, demonstrating empathy, sensitivity and sound judgement to ensure fair and appropriate customer outcomes. Excellent Communication skills – written and verbal. Able to deliver difficult messages. Time management skills and a passion for problem solving. Resilience, persuasiveness and customer centricity. Have the ability to adapt quickly to changing priorities, customer needs and business requirements.

Why become a part of the Hastings Direct family

• Full training with industry experts and friendly peers guiding you throughout your career with Hastings
• We also use a buddying system once training is complete, so there will always be someone to guide you
• Up to 5% annual discretionary Bonus
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• Career stepping stones, we love investing and progressing our people by helping them hit their career goals and gain professional qualifications
• 'Harrys’ - a great onsite restaurant, with a wide range of choice from breakfast time to dinner time & an on-site Costa coffee
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you with all the tech that you need! Including a brand-new Microsoft Surface laptop
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)

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.

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.

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.