Home Claims Team Leader

Hastings Direct; Leicester; Hybride; GBP 36 000 - 48 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid working

Annual bonus scheme

Life assurance and pension

Mental wellbeing support

25 days annual leave

Résumé du poste

Hastings Direct in the United Kingdom seeks a Home Claims Team Leader to manage a team of home claims handlers, ensuring high-quality claims processing for both Hastings Direct and outsourced partners. The role requires a tenacious, results-driven approach and leadership in a growing claims area.

The successful candidate will set objectives, coach staff, conduct PDRs, and oversee payments per SLA, while driving continuous improvement in claims handling and team performance.

Qualifications

• Demonstrable leadership experience in a call centre environment.
• Background in Home Claims handling.
• Strong customer and colleague focus; able to coach and develop others.
• Excellent communication and coaching skills.

Responsabilités

• Lead a team of Home Claims handlers and oversee claims quality for Hastings Direct and outsourced partners.
• Set and manage annual and monthly objectives; provide coaching and development plans.
• Ensure annual PDRs are conducted and payments are authorised per SLA.
• Conduct monthly audits and guidance on technical referrals; deliver effective team meetings.
• Support overall quality of claims handling internally and with partners.

Connaissances

Leadership

Home claims background

Customer focus

Coaching skills

Description du poste

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.

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 – 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


• Home Claims background


• 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 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.