Home Claims Handler

Hastings Insurance Services Ltd; Leicester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Up to 5% bonus

Hybrid working

Pension match 10%

Life insurance 4x salary

Employee discounts

Tech scheme

Cycle to work

Refer a friend £500

Job summary

Hastings Direct is seeking a Home Claims Advisor in Leicester to manage home claims within authority, delivering desktop settlements and coordinating with suppliers. The role reports to the Home Claims Leader and requires strong customer service and multi-system navigation.

This position offers 37.5 hours per week on a rotational shift including 2 in 4 weekends, with hybrid working and dedicated training in the office. Recruitment email and inclusive environment emphasized.

Qualifications

• Customer service experience required.
• Excellent written and verbal communication skills.
• Ability to communicate and work remotely using online tools.
• Strong system skills navigating multiple platforms.

Responsibilities

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes.
• Ensure claims are adequately reserved, loss coded and managed for pricing and reserving.
• Maintain and navigate systems (Fintech, GW, Respond).
• Collaborate with team to maintain best practice documents on technical applications.
• Handle and resolve complaints, including FOS referrals, providing feedback.

Skills

Customer service

Communication

MS Teams

Remote work

Multi-system navigation

Tools

Fintech

GW

Respond

Job description

Working Hours/ Shift Patterns

You will work 37.5 hours per week on a rotational shift pattern including 2 in 4 weekends.

Training

The main training programme runs for 3 weeks and is delivered face to face in the office.

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.

Salary

The starting salary is £26,550

Location

Our fantastic Leicester office, which is in the city centre and only a short walk from the train station.

Your Role

Reporting to our Home Claims Leader, the Home Claims Advisor will manage home claims within their authority limit. This role involves delivering effective claims support through desktop settlements or liaising with suppliers, while always being available to the customer.

What you’ll be doing

• 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.

About You

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.

What we offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community.

Benefits you’ll receive

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer

We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is 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 some online exercises, which we can also provide adjustments for 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] prior to starting any assessments, in order 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.

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues.

Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different.

We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.