Home Claims Team Leader

Hastings Direct; Leicester; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Flexible hybrid working

Competitive bonus scheme

Financial wellbeing package

Job summary

Hastings Direct in Leicester or Bexhill offers a hybrid Home Claims Team Leader role. You will lead a team of Home Claims handlers, drive quality and efficiency, and work with outsourced partners to ensure outstanding service.

The role requires strong leadership, a background in home claims, and a focus on coaching staff to deliver exceptional customer outcomes. A hybrid working arrangement is available as part of our flexible approach.

Qualifications

• Leadership experience in a call centre environment.
• Home claims experience is highly desirable.
• Strong customer and colleague focus is essential.
• Excellent communication and coaching skills are required.

Responsibilities

• Lead a Home Claims team and oversee quality of claims handling.
• Coach and develop team members and manage performance.
• Coordinate with outsourced partners to ensure service delivery.
• Ensure adherence to SLAs and maintain consistent auditing and guidance.

Skills

Leadership experience

Home claims background

Customer focus

Coaching skills

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

• 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.

Our Culture and Values

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.

Equal Opportunities

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. If you enjoyed the video and would like to learn more about #LifatHD, check out our colleague stories