Experienced Home Claims Handler

TN United Kingdom; East Midlands; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks an Experienced Home Claims Handler to join their dynamic team in Leicestershire. This role involves managing home claims, providing exceptional customer service, and ensuring compliance with industry standards. With a focus on collaboration and continuous improvement, you'll play a crucial role in delivering optimal outcomes for clients. The company values flexibility and offers a hybrid working model, allowing you to balance your professional and personal life effectively. Join a forward-thinking organization that prioritizes your growth and well-being while making a meaningful impact in the insurance sector.

Benefits

Flexible Working

Healthcare cash plan

Annual pay reviews

Competitive bonus scheme

25 days annual leave

Mental health support

Pension contribution match

Discounted health assessments

Cycle to work scheme

Qualifications

• Experience in home claims handling and customer service.
• Strong ability to navigate various system platforms.

Responsibilities

• Manage a portfolio of home claims and ensure optimal outcomes.
• Act as a technical referral point for colleagues and suppliers.

Skills

Home claims notification

Customer service

Communication skills

Technical referral

System navigation

Education

Relevant insurance qualifications

Tools

Fintech

GW

Respond

MS Teams

Job description

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Experienced Home Claims Handler, Leicestershire

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Client:

Hastings Direct

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b2e259f2ee36

Job Views:

16

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

Experienced Home Claims Handler


Hours: 37.5 hours on a rotational shift pattern including 2 in 4 weekends
Salary: Competitive
Contract: Hybrid - Requires you to come into either our Bexhill or Leicester office once a week.
Start Date: 16th of June



Role Purpose
Reporting to our Home Claims Leader, the Experienced Home Claims Handler will manage home claims within their authority limit. This role involves delivering effective claims support through desktop settlements or liaising with suppliers, while always being available to the customer. Handlers will also support the management team in achieving SLAs by effectively managing and allocating caseloads.



Job Details:

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
• Ensure claims are adequately reserved, loss coded, and managed effectively for accurate pricing and reserving.
• Maintain and navigate various system platforms (e.g., Fintech, GW, Respond).
• Achieve outcomes that position Hastings as a market-leading home claims handling function, as directed by the leadership team.
• Collaborate with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
• Handle and resolve complaints, including FOS referrals, and provide feedback to relevant parties as best practice.
• Ensure fair and reasonable customer expectations are met, providing fair outcomes. Challenge processes and procedures that do not meet these expectations.
• Complete company-mandated training and comply with FCA regulations.
• Ensure self and any direct reports achieve and demonstrate the required levels of competence.

Transferrable skills we would love you to have:

• Experience in home claims notification and case handling.
• Customer service experience, preferably telephony-based.
• Ability to communicate and work remotely using online tools (e.g., MS Teams, systems).
• Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale.
• Efficient and accurate work in line with SLAs and targets, interpreting, tracking, and allocating incoming claims.
• Strong system skills, with the ability to navigate and update multiple platforms simultaneously.
• Excellent written and verbal communication skills, with the ability to build strong relationships with internal colleagues, external suppliers, and customers.
• Understanding of the value and impact of our work for customers, the team, and the wider business.
• Ability to identify and support vulnerable customers appropriately.
• Understanding of general insurance and claims.

The Interview Process:
Our Interview process involves the below:

• Virtual interview with the hiring leader

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. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website - Diversity, inclusion, equality and fairness with Hastings Direct | Hastings Direct Careers





What We Offer:
Join us and experience a different way of doing things. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you'll help drive our growth, and in return, we'll provide all the support, training, and development you need. You'll also receive plenty of recognition and rewards, and the opportunity to voice your ideas and put them into practice.


Regrettably we are unable to offer sponsorship for this role



Rewards:

• Salary: Attractive salary based on experience, with annual pay reviews.
• Flexible Working: We champion a flexible and hybrid working approach. Discuss details with your recruiter.
• Competitive Bonus Scheme: All colleagues are eligible for our annual 4Cs performance bonus, based on Hastings' performance and your personal performance.
• Physical Wellbeing: We fund a healthcare cash plan for everyday health care claims.
• Financial Wellbeing: Includes 4x salary life assurance cover, income protection, pension contribution match up to 10%, discounts and cashback at retailers, fee-free independent mortgage advice, and free financial wellbeing support.
• Mental Wellbeing Programme: Access to the Thrive mental health app, 24/7 colleague assistance programme, in-house mental health first aiders, support groups, and a dedicated team.
• Additional Benefits: 25 days annual leave plus bank holidays, with the option to buy or sell a week. Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events, and more. Most benefits are available from day one, with some optional benefits available after probation.

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.

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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.