Home Claims & Complaints Advisor (Hybrid)

Remote Worker LTD.; Leicester; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Annual bonus up to 5%

On-site restaurant and Costa Coffee

Buddying system for guidance

Surface laptop provided

25 days holiday + bank holidays with L

Job summary

Hastings Direct in Leicester is recruiting a Home Complaints Specialist to investigate and resolve home and home-claim complaints. You will deliver exceptional customer service, navigate a hybrid working model, and work with a dedicated complaints team to achieve KPIs.

The role requires experience in FCA-regulated settings, empathy for vulnerable customers, and strong communication with the ability to handle difficult messages and adapt to changing priorities.

Qualifications

• Experience in an FCA-regulated environment, ideally dealing with home insurance claims.
• Experience supporting vulnerable customers with empathy, sensitivity and sound judgement.
• Excellent communication skills - written and verbal.
• Able to deliver difficult messages.
• Time-management skills and a passion for problem-solving.
• Resilience, persuasiveness and customer centricity.
• The ability to adapt quickly to changing priorities, customer needs and business requirements.
• Experience investigating customer concerns, reviewing claim decisions and explaining outcomes clearly and sensitively.

Responsibilities

• Investigate and resolve home complaints and home claim complaints to a high standard.
• Deliver exceptional customer service and ensure customers have a great experience.
• Consistently achieve targets in line with department KPIs.
• Work as part of a complaints-handling team and maintain strong relationships.
• Take ownership of complaints and maintain customer contact throughout process.
• Conduct detailed investigations and ensure all customer points are addressed.

Skills

FCA regulation experience

Home insurance claims

Empathy for vulnerable customers

Communication skills

Time management

Problem solving

Adaptability

Job description

Hastings Direct in Leicester is recruiting a Home Complaints Specialist to investigate and resolve home and home-claim complaints. You will deliver exceptional customer service, navigate a hybrid working model, and work with a dedicated complaints team to achieve KPIs.

The role requires experience in FCA-regulated settings, empathy for vulnerable customers, and strong communication with the ability to handle difficult messages and adapt to changing priorities.