Home Claims Complaints Specialist

hastingsdirect; Leicester; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus up to 5%

25 days' holiday (plus bank holidays)

On-site restaurant & Costa Coffee

Brand-new Microsoft Surface laptop

Job summary

Hastings Direct is hiring a Home Complaints Specialist for our Leicester office in the city centre, with hybrid working options. You will investigate and resolve home and home claim complaints to a high standard, ensuring regulatory procedures are followed and customers receive an excellent experience.

The role requires strong people skills, experience in FCA-regulated environments, and the ability to manage investigations from start to finish while maintaining first-response quality across

Qualifications

• Experience in FCA-regulated environment.
• Experience with home insurance claims or home claim complaints.
• Experience supporting vulnerable customers.
• Excellent written and verbal communication skills.
• Strong time-management and problem-solving abilities.
• Resilience, persuasiveness and customer-centricity.
• Ability to adapt quickly to changing priorities.
• Experience investigating customer concerns and explaining outcomes clearly.

Responsibilities

• Achieve all targets in line with department KPIs.
• Work in a dedicated complaints-handling team.
• Deliver excellent customer service and respond across all contact types.
• Take full ownership and resolve home complaints and home claim complaints.
• Conduct detailed investigations addressing every customer point and ensure resolution.
• Make decisions on resolutions while following company policies and procedures.
• Comply with complaints system and procedures.
• Identify root causes and suggest improvement actions.

Skills

Customer service

Empathy

Time management

Problem solving

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 a