Escape of Water Specialist

Hastings Direct; Leicester; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual performance bonus

Life assurance 4x salary

Pension contributions–up to 10%

Mental wellbeing programme

25 days annual leave

Job summary

Hastings Direct is recruiting for an Escape of Water Specialist in a hybrid Leicester/Bexhill role. You will manage a portfolio of Escape of Water claims from notification to resolution, delivering fair outcomes while communicating clearly with customers and suppliers.

The role includes training, working patterns, and the opportunity to contribute to continuous improvement across the Home Claims team. The position offers hybrid working with core office attendance, a strong focus on customer

Qualifications

• Proven experience handling Escape of Water or similar property claims from first notification to final settlement.
• Strong knowledge of home claims handling, policy coverage and building/contents damage.
• Experience building scope of work and coordinating with multiple parties.

Responsibilities

• Manage a portfolio of Escape of Water claims from notification to resolution with fair outcomes.
• Liaise with customers, suppliers and colleagues to progress repairs and settlement.
• Ensure claims are reserved, coded and managed across systems to support reserving and workflows.
• Maintain compliance with FCA regulations and Consumer Duty requirements.
• Support leadership to meet SLAs and drive process improvements.

Skills

Escape of Water claims

Effective communication

Stakeholder management

Organisation & SLAs

MS Teams & in-house systems

Policy coverage knowledge

Collaboration

Tools

MS Teams

Job description

Escape of Water Specialist Bexhill (Hybrid)/Leicester (Hybrid)

Welcome to Hastings Direct – Home Claims We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Do you want to be part of a growing in‑house Home Claims team, specialising in Escape of Water claims? Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers both digitally and on the phone? Can you bring your Home Claims experience to life by confidently managing Escape of Water claims, delivering fair, transparent support and helping customers through what can be a disruptive time? If so, we’d love to hear from you!

Working Hours/Shift Patterns

You will work 37.5 hours per week on a rotational shift pattern.

Training

The main training period lasts for 4 weeks.

Salary

Competitive

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.

Role Overview

The Technical Home Claims Handler plays a key role in delivering fair, accurate and customer‑focused outcomes for Escape of Water claims. Reporting to the Home Claims Leader, you will manage a portfolio of Escape of Water claims within your authority limit, taking ownership from notification through to resolution and progressing claims through desktop settlement or by liaising with suppliers. You will act as a reliable point of contact for customers throughout their claim journey, managing expectations, progressing claims effectively and ensuring fair outcomes. Alongside day‑to‑day case handling, you will support the leadership team by achieving SLAs and helping to manage caseload distribution.

Job Details

Manage a portfolio of Escape of Water home insurance claims from notification through to resolution, ensuring claims are progressed efficiently, customers are kept informed and fair outcomes are delivered in line with Hastings' standards Apply strong technical judgement to Escape of Water claims, reviewing the circumstances of the loss, damage, policy coverage and scopes of work to determine the appropriate route to resolution Ensure claims are accurately reserved, loss‑coded, scoped and managed across multiple systems to support effective claims management and reserving Work closely with customers, suppliers and colleagues to progress repairs, resolve issues and remove barriers that could unnecessarily delay the customer’s claim Collaborate with leadership and Claims Team Leaders to maintain best practice and drive continuous improvement across Escape of Water claims handling Deliver a market‑leading claims service by meeting customer expectations, challenging ineffective processes and achieving business objectives Maintain compliance with FCA regulations, Consumer Duty requirements, mandatory training and competency standards

Essential skills/experience

• Proven experience managing Escape of Water or similar property claims from first notification through to final settlement
• Strong technical knowledge of home claims handling, including assessing policy coverage, reviewing scopes of work and understanding buildings and contents damage
• Experience building scope of work
• The ability to confidently manage Escape of Water claims involving multiple parties, suppliers and different routes to settlement
• Ability to communicate technical information clearly and fairly to customers, particularly when managing expectations or explaining claim decisions, while maintaining compliance with Consumer Duty principles
• Excellent organisational skills with the ability to manage a portfolio of claims accurately, maintain momentum and meet SLAs
• Strong systems capability, including using multiple platforms simultaneously and collaborating through MS Teams and other in‑house systems
• Excellent written and verbal communication skills, with the ability to build strong relationships with customers, suppliers and colleagues

Benefits

• Flexible working –we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
• Competitive bonus scheme- all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award‑winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in‑house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• There’s more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – for more information on the Disability Confident Scheme (DCS), please visit our inclusive business page on our careers website. For this position, we’re regrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However, you’ll of course have fair access to support and adjustments throughout your recruitment journey.

Regrettably we are unable to offer sponsorship for this role.

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:

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.