Customer Resolutions Specialist - Claims

Hastings Direct; Leicester; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

5% discretionary bonus

25 days holiday + BH (buy/sell 5)

On-site restaurant & Costa coffee

Buddying system

Job summary

Hastings Direct in Leicester is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve complaints, ensuring regulatory compliance and excellent customer service. The role offers hybrid working with weekly office visits and flexible remote work, starting at £30,700 with benefits.

Training spans 4 weeks in the office followed by complaints training, aimed at developing expertise in claims resolution.

Qualifications

• Experience in a FCA regulated environment dealing with motor claims or complaint interactions.
• Ability to support vulnerable customers with empathy and sound judgement.
• Excellent written and verbal communication skills.
• Strong time management and problem-solving abilities.
• Resilient, persuasive and customer-centric; adaptable to changing priorities.

Responsibilities

• Investigate and resolve complaints to a high standard in line with policies and regulatory procedures.
• Deliver exceptional customer service and ensure a great customer experience across all contact types.
• Own and manage complaints with proactive updates to customers.
• Conduct thorough investigations, addressing each point raised and ensuring resolution.
• Identify root causes and contribute to improvement actions.

Skills

Customer service

Complaint handling

Regulated environment

Empathy

Written and verbal communication

Time management

Resilience

Prioritisation

Tools

Microsoft Office

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

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.

Our approach to 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
• 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
• 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.

For this position, we're regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for 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 to be made throughout the assessment process you should contact the recruitment team at [e-mail] prior to starting any assessments, in order that 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.