Home Claims Complaints Specialist

Hastings Direct; Leicester; On-site; 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

Home Complaints Specialist

Do you have fantastic people skills? Can you deliver a great customer experience every time? If yes, we have the perfect job for you in our vibrant Leicester office, which is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

Working Hours / Shift Patterns: Monday to Friday 9:00 - 17:30

Salary: The starting salary is £32,650 plus benefits. There is then an opportunity to increase your salary, learn new skills and develop within the team. This can only be achieved through personal development and learning new areas of the business and is not a guaranteed increase.

Training: Core training will run for the first four weeks, followed by three weeks of Home Complaints training.

Our approach to Hybrid Working

With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events, you may be required to attend in person for the duration.

Your Role:

You will be responsible for investigating and resolving home complaints and home claim complaints to a high standard, ensuring that policies, practices and regulatory procedures are adhered to. You will always deliver exceptional customer service and ensure that all your customers receive a great experience.

What you’ll be doing:

• Consistently achieve all targets in line with the Key Performance Indicators for the department.
• Work as part of a dedicated complaints-handling team to ensure effective working relationships are built and maintained.
• Always deliver excellent customer service and provide a positive first response when responding to customers across all contact types.
• Take full ownership and responsibility for home complaints and home claim complaints, maintaining contact with the customer throughout.
• Conduct a sufficiently detailed and documented investigation for each complaint, ensuring that every point raised by your customer has been answered and fully resolved.
• Make decisions appropriate for the resolution of complaints while ensuring that company policies and procedures are strictly adhered to.
• Comply fully with the complaints system, Respond, procedures and ensure that each customer complaint is managed in accordance with the complaints-handling procedure.
• Effectively contribute to the identification and analysis of the root causes of complaints and, where required, improvement actions.

About You:

• We are searching for candidates who have experience working in an FCA-regulated environment, ideally dealing with home insurance claims, home claim complaints or other customer complaint interactions.
• Experience supporting vulnerable customers, demonstrating empathy, sensitivity and sound judgement to ensure fair and appropriate customer outcomes.
• 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.

Why become a part of the Hastings Direct family:

• Full training with industry experts and friendly peers guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you.
• Up to 5% annual discretionary bonus.
• A fantastic open-plan modern office.
• We promote a relaxed, friendly and diverse working environment.
• Career stepping stones - we love investing in and progressing our people by helping them achieve their career goals and gain professional qualifications.
• Harrys' - a great on-site restaurant, with a wide range of choices from breakfast time to dinner time, as well as an on-site Costa Coffee.
• Refer a friend scheme - earn £500 for every friend you refer.
• We will provide you with all the technology that you need, including a brand-new Microsoft Surface laptop.
• 25 days' holiday and bank holidays equivalent, plus the option to buy and sell up to five days.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. This means that if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead, in order to remove barriers, is an opportunity for all candidates to complete first-stage assessments in the form of online exercises, for which we can also provide adjustments on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site.

If you require any reasonable adjustments to be made throughout the assessment process, you should contact the recruitment team at [e-mail] before starting any assessments, so that adjustments can be considered.

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.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.