Home Claims Handler

hastingsdirect; Leicester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday and bank holidays (buy

Powerful pension scheme (up to 10%)

Life insurance (4 x base salary)

Job summary

Hastings Direct is seeking a Home Claims Handler in Leicester to manage home claims within authority limits. The role involves delivering effective claims support through desktop settlements or liaising with suppliers, while staying available to customers.

You will work 37.5 hours weekly on a hybrid pattern and will start with comprehensive training in-office. Collaboration with the Claims Team Leader will ensure best practices across buildings, contents and recoveries.

Qualifications

• Customer service experience.
• Ability to communicate and work remotely using online tools (e.g., MS Teams).
• 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.

Responsibilities

• 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.

Skills

Communication

Relationship building

Customer focus

Empathy

Tools

MS Teams

Fintech

GW

Respond

Job description

Are you looking for a new opportunity to develop a career in the world of Insurance Claims? We have an opening for a Home Claims Handler!

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.

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.

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

Disability Confident:

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. Plea