Home Claims Advisor

Hastings Insurance Services Limited; Leicester; On-site; GBP 25,000 - 30,000; Full time

Job summary

An insurance company based in Leicester is hiring a Home Claims Handler to manage claims effectively while providing excellent customer service. The ideal candidate will possess strong communication skills and experience in handling customer service tasks. This position offers a starting salary of £25,500 and numerous benefits including a bonus, investment in career development, and a friendly working environment.

Benefits

Up to 5% annual discretionary bonus

Modern open plan office

25 days holiday plus bank holidays

Refer a friend scheme – earn £500

Onsite amenities such as restaurant and coffee shop

Technology provided: brand-new Microsoft Surface laptop

Qualifications

• Experience in customer service within an insurance environment.
• Strong ability to communicate effectively via online tools.
• Capability to navigate and manage multiple system platforms.

Responsibilities

• Manage a portfolio of home claims with varying complexity.
• Ensure claims are reserved and managed for accuracy.
• Handle and resolve customer complaints effectively.

Skills

Customer service experience

Strong system skills

Excellent written and verbal communication

Ability to work remotely

Understanding of customer needs

Job description

Overview

Are you looking for a new opportunity to develop a career in the world of Insurance Claims? We have an opening for a Home Claims Handler. Working hours are 37.5 per week on a rotational pattern including 2 in 4 weekends. Reports to the Home Claims Leader. The Home Claims Advisor will manage home claims within their authority limit, delivering effective claims support through desktop settlements or liaising with suppliers, while always being available to the customer.

Responsibilities

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• 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.

Qualifications

• Customer service experience.
• Ability to communicate and work remotely using online tools (e.g., MS Teams, systems).
• 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.

Benefits & Additional Information

• Up to 5% annual discretionary bonus.
• A fantastic open plan modern office.
• We promote a relaxed, friendly & diverse working environment.
• Career stepping stones: we invest in and support our people to hit career goals and gain professional qualifications.
• Onsite amenities: Harrys restaurant and an on-site Costa coffee.
• Refer a friend scheme – earn £500 for every referred friend.
• Technology provided: brand-new Microsoft Surface laptop.
• 25 days holiday plus bank holidays (plus buy and sell up to 5 days).
• Disability Confident employer: inclusive recruitment process with reasonable adjustments available during the process; more information on the DCS is on our careers site.
• Hastings Direct is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. A thorough referencing process, including credit and criminal checks, is conducted.

Salary: The starting salary is £25,500.