Home Claims Team Leader

hastingsdirect; Leicester; Hybrid; GBP 34,000 - 43,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus scheme

Life assurance 4x salary

Income protection

Matched pension contributions up to 10

Discounts and financial wellbeing

25 days annual leave + bank holidays

Job summary

Hastings Direct is recruiting a Home Claims Team Leader in a hybrid Leicester/Bexhill role. You will lead a team of Home Claims handlers, drive quality and performance, and collaborate with outsourced partners.

The role requires a tenacious, results-driven approach to delivery and a proven track record in leadership within a contact centre. You will coach, monitor, and develop staff, ensuring adherence to SLAs, conducting audits, and supporting the overall claims quality function in a growing

Qualifications

• Proven leadership experience in a contact centre environment.
• Background in home claims is highly desirable.
• Strong customer and colleague focus with excellent communication and coaching abilities.

Responsibilities

• Lead a Home Claims team and oversee quality of claims handling for Hastings Direct and outsourced partners.
• Set and manage annual and monthly objectives; provide coaching and development plans.
• Ensure annual performance and development reviews (PDRs) are conducted.
• Ensure payments are authorised in line with the SLAs.
• Conduct regular monthly audits on colleagues.
• Oversee guidance on technical referrals and maintain high claim handling standards.
• Engage and motivate the team; lead effective meetings as required.

Skills

Leadership

Call centre experience

Customer focus

Coaching skills

Communication

Job description

Job Title: Home Claims Team Leader

Location: Leicester or Bexhill (Hybrid)

Welcome to Hastings Direct

We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you.

Role overview

We have an exciting opportunity for a Home Claims Team Leader to come and join us! This area is experiencing excellent growth and development, so it's a chance to get involved in something exciting.

You will be responsible for a team of Home Claims handlers and the overall quality of claims handling, both within Hastings Direct and by outsourced partners. As one of our Leaders in a growing area of the business, this role is critical to our delivery and success. We're looking for someone with a tenacious approach to getting things done!

Job details - you'll need to have demonstrable experience in:

• Supporting the Hastings Direct goal to become a market leading home claims handling function
• Setting and managing annual and monthly objectives and providing coaching and development plans to support ongoing progression
• Ensuring annual PDRs are conducted
• Ensuring payments are authorised in line with the departmental SLA's
• Conducting regular monthly audits on colleagues
• Overseeing guidance and advice in respect of technical referrals
• Engaging and motivating the team and delivering effective meetings where required
• Supporting the overall quality of claims handling internally and by outsourced partners

Essential skills/experience:

• Excellent leadership experience in a call centre environment
• Claims background (home claims highly desirable)
• Strong customer and colleague focus
• Excellent communication and coaching skills

The interview process

• Recruiter screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders leader

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. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website.

Regrettably, we are unable to offer sponsorship for this role.

Benefits:

In addition to a competitive salary, you will also receive...

• Flexible working - we champion a flexible hybrid working approach - please speak to your recruiter to discuss in more detail
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes - discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme - we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• There's more! - 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer w