Customer Resolutions Specialist Claims

Hastings Direct; Leicester; Hybrid; GBP 27,630 - 33,770; Full time

Benefits offered by this job

Up to 5% annual bonus

Modern office with on-site amenities (

Hybrid working

Refer a friend £500

Company laptop

25 days holiday + BH

Job summary

Hastings Direct in Leicester is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve complaints to a high standard, while complying with FCA-regulated requirements and delivering excellent customer service.

You will own and document investigations, respond to every point raised, and work within a hybrid office setting with training in the first weeks.

Qualifications

• Experience in FCA-regulated environment dealing with motor claims or complaints.
• Ability to support vulnerable customers with empathy and fair outcomes.
• Excellent written and verbal communication skills.
• Ability to deliver difficult messages with time management and problem-solving mindset.

Responsibilities

• Investigate and resolve complaints to a high standard.
• Build and maintain effective relationships within a complaint handling team.
• Deliver excellent customer service and provide a positive first response across all contact types.
• Own and document investigations for each complaint and maintain customer contact.
• Ensure all customer points are answered and fully resolved.
• Adhere to policies and procedures and comply with the Respond complaints system.

Skills

FCA regulations

Empathy

Communication

Time management

Problem solving

Adaptability

Resilience

Customer-centric

Job description

Overview

Customer Resolutions Specialist (Claims) – Leicester. Responsible for investigating and resolving complaints to a high standard, ensuring that policies, practices, and regulatory procedures are adhered to while delivering exceptional customer service.

Responsibilities

• Consistently achieve all targets in line with the department's Key Performance Indicators (KPIs).
• Work as part of a dedicated complaint handling team to build and maintain effective relationships.
• Deliver excellent customer service and provide a positive first response across all contact types.
• Take full ownership and maintain contact with customers, ensuring detailed and documented investigations for each complaint.
• Ensure that every point raised by the customer is answered and fully resolved.
• Make decisions appropriate for the resolution of complaints while strictly adhering to company policies and procedures.
• Fully comply with the Respond complaints system procedures and manage each customer complaint accordingly.
• Contribute to the identification and analysis of root causes of complaints and, where required, suggest improvement actions.

About You / Qualifications

• Experience working in an FCA-regulated environment dealing with motor claims or customer complaint interactions.
• Experience supporting vulnerable customers with empathy, sensitivity, and sound judgement to ensure fair outcomes.
• Excellent written and verbal communication skills.
• Ability to deliver difficult messages with time management skills and a problem-solving mindset.
• Resilience, persuasiveness, and a customer-centric approach.
• Ability to adapt quickly to changing priorities, customer needs, and business requirements.

Location, Hours and Salary

Location: Leicester city centre. Working hours: Monday to Friday, 9:00 – 17:30. Starting salary: £30,700 plus benefits, with potential increases based on experience and personal development.

Training and Hybrid Working

• Core in-office training for the first 4 weeks, followed by 3 weeks of Complaints training.
• Hybrid working: typically visit the office once per week and work remotely the rest of the time. In-person attendance may be required for scheduled training or events.

Benefits

• Up to 5% annual discretionary bonus.
• Modern office with an open-plan layout; onsite amenities including "Harrys" restaurant and an on-site Costa coffee.
• Buddying system after training and ongoing career development opportunities and professional qualifications.
• Refer a friend scheme – earn £500 for every referral.
• Tech provision: brand-new Microsoft Surface laptop.
• 25 days holiday plus bank holidays (with buy/sell up to 5 days).
• Disability Confident employer; inclusive recruitment practices with adjustments available during the process.
• Commitment to equality of opportunity and a thorough referencing process (credit and criminal checks).
• Supportive environment with wellbeing programs and community engagement.

Notes

For more information on inclusive recruitment practices and adjustments, contact the recruitment team at [e-mail]. Hastings Direct is an equal opportunities employer and a Disability Confident employer in practice, though some accessibility accommodations may be arranged on a case-by-case basis.