Home Claims Resolution Specialist

Hastings Direct; Leicester Forest East; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Up to 5% annual discretionary bonus

25 days' holiday + bank holidays

Job summary

Hastings Direct seeks a Home Complaints Specialist for our Leicester office. You will investigate and resolve home complaints and home claim complaints within FCA-regulated guidelines, delivering exceptional customer service and clear, empathetic communication.

Join a supportive team with hybrid working, training in the first weeks, and a salary of £32,650 plus benefits. The role offers progression, a friendly office environment, and opportunities to develop regulatory and claims expertise.

Qualifications

• Experience in FCA-regulated environments
• Experience investigating customer concerns
• Excellent written and verbal communication
• Ability to support vulnerable customers with empathy

Responsibilities

• Consistently achieve all targets in line with department KPIs.
• Work as part of a complaints-handling team.
• Deliver excellent customer service and a positive first response.
• Take full ownership of home complaints and keep customers informed.
• Conduct detailed investigations and ensure all points are answered.
• Make decisions aligned with policies and procedures.
• Contribute to root-cause analysis and improvement actions.

Skills

Excellent communication

Empathy

Time management

Problem solving

Resilience

Adaptability

FCA-regulated experience

Home insurance claims

Investigations

Job description

Hastings Direct seeks a Home Complaints Specialist for our Leicester office. You will investigate and resolve home complaints and home claim complaints within FCA-regulated guidelines, delivering exceptional customer service and clear, empathetic communication.

Join a supportive team with hybrid working, training in the first weeks, and a salary of £32,650 plus benefits. The role offers progression, a friendly office environment, and opportunities to develop regulatory and claims expertise.