Experienced Home Claims Handler

Hastings Direct; Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an Experienced Home Claims Handler to join their dynamic team. In this hybrid role, you'll manage a diverse portfolio of home claims, ensuring optimal outcomes while delivering exceptional customer service. Your expertise will be crucial in navigating various systems and collaborating with internal teams to uphold best practices. This position offers the chance to make a real impact in the claims process, all while enjoying a supportive and inclusive work environment. If you're ready to take your career to the next level with a forward-thinking company, this opportunity is for you.

Benefits

Flexible working

Annual pay reviews

Bonus schemes

Wellbeing programs

Qualifications

• Experience in home claims handling and customer service.
• Strong communication and system navigation skills.

Responsibilities

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

Skills

Home claims notification

Customer service

Communication skills

System navigation

Technical context communication

Compliance with regulations

Relationship building

Understanding of general insurance

Tools

Fintech

GW

Respond

MS Teams

Job description

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Experienced Home Claims Handler

Locations: Leicester / Hybrid, Bexhill / Hybrid
Hours: 37.5 hours on a rotational shift pattern including 2 in 4 weekends
Salary: Competitive
Contract: Hybrid - Bexhill/Leicester
Posted: 9 days ago
End Date: May 9, 2025 (5 days left to apply)
Job Requisition ID: 60011538

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

• 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 following steps:

• Recruiter screening call
• Virtual interview with the hiring leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. If you’re applying for a role 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, 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 recognition and rewards, and the opportunity to voice your ideas and put them into practice.

Additional Information

• Sponsorship: Regrettably, we are unable to offer sponsorship for this role.
• Rewards: Attractive salary based on experience, with annual pay reviews. Flexible working, bonus schemes, wellbeing programs, and additional benefits detailed above.

We are committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, please let us know.