Hybrid Claims Resolution Specialist – Customer Experience

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Up to 5% discretionary bonus

Refer a friend £500 bonus

25 days holiday + bank holidays (buy/s

On-site restaurant

Brand-new Microsoft Surface laptop

Hybrid working pattern

Career progression opportunities

Job summary

Hastings Direct in Bexhill-on-Sea is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve customer complaints with a high level of service. The role combines in-office training with hybrid working patterns, visiting the office weekly while performing many duties remotely.

A strong emphasis on empathy, clear communication, and policy adherence will help deliver fair outcomes. You will join a FCA-regulated environment handling motor claims and customer interactions, with

Qualifications

• Experience in FCA regulated environment dealing with motor claims or complaint interactions.
• Excellent written and verbal communication skills.
• Able to adapt to changing priorities and maintain customer focus.

Responsibilities

• Investigate and resolve complaints to a high standard.
• Deliver exceptional customer service and positive first responses across contact types.
• Own and document each complaint from start to resolution.
• Ensure adherence to company policies and complaints procedures.
• Contribute to root-cause analysis and improvement actions.

Skills

Customer service

Complaint handling

Empathy

Communication

Time management

Education

FCA regulated environment experience

Tools

CRM software

Job description

Hastings Direct in Bexhill-on-Sea is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve customer complaints with a high level of service. The role combines in-office training with hybrid working patterns, visiting the office weekly while performing many duties remotely.

A strong emphasis on empathy, clear communication, and policy adherence will help deliver fair outcomes. You will join a FCA-regulated environment handling motor claims and customer interactions, with