Home Claims Advocate — Hybrid, Customer-Focused

Hastings Direct; Leicester; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Annual discretionary bonus up to 5%

Harrys on-site restaurant

Refer a friend scheme £500

25 days’ holiday plus bank holidays

Brand-new Microsoft Surface laptop

Job summary

Hastings Direct in Leicester is seeking a Home Complaints Specialist to investigate and resolve home complaints and home claim complaints to a high standard, delivering exceptional customer service.

You will join a hybrid team, working in the city centre office and remotely part of the week, with core training and ongoing development opportunities. Salary starts at £32,650 with benefits and a discretionary bonus potential.

Qualifications

• Experience supporting vulnerable customers, demonstrating empathy and sound judgement.
• Excellent written and verbal communication skills.
• Ability to deliver difficult messages with clarity and sensitivity.
• Strong time-management and organisational abilities.
• Resilience, persuasiveness and customer-centric approach.
• Ability to adapt quickly to changing priorities and business needs.
• Experience investigating customer concerns and explaining outcomes clearly.

Responsibilities

• Investigate and resolve home complaints and home claim complaints to a high standard.
• Deliver exceptional customer service and ensure a great customer experience.
• Meet or exceed department KPIs and work as part of a complaints-handling team.
• Maintain thorough documentation and respond to customer inquiries comprehensively.
• Make decisions aligned with company policies and procedures.
• Ensure compliance with the complaints system and escalation processes.
• Contribute to identifying root causes of complaints and suggest improvements.

Skills

Empathy

Excellent communication

Problem-solving

Time management

Resilience

Adaptability

Job description

Hastings Direct in Leicester is seeking a Home Complaints Specialist to investigate and resolve home complaints and home claim complaints to a high standard, delivering exceptional customer service.

You will join a hybrid team, working in the city centre office and remotely part of the week, with core training and ongoing development opportunities. Salary starts at £32,650 with benefits and a discretionary bonus potential.