Hybrid Home Claims & Complaints Specialist

hastingsdirect; Leicester; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus up to 5%

25 days' holiday (plus bank holidays)

On-site restaurant & Costa Coffee

Brand-new Microsoft Surface laptop

Job summary

Hastings Direct is hiring a Home Complaints Specialist for our Leicester office in the city centre, with hybrid working options. You will investigate and resolve home and home claim complaints to a high standard, ensuring regulatory procedures are followed and customers receive an excellent experience.

The role requires strong people skills, experience in FCA-regulated environments, and the ability to manage investigations from start to finish while maintaining first-response quality across

Qualifications

• Experience in FCA-regulated environment.
• Experience with home insurance claims or home claim complaints.
• Experience supporting vulnerable customers.
• Excellent written and verbal communication skills.
• Strong time-management and problem-solving abilities.
• Resilience, persuasiveness and customer-centricity.
• Ability to adapt quickly to changing priorities.
• Experience investigating customer concerns and explaining outcomes clearly.

Responsibilities

• Achieve all targets in line with department KPIs.
• Work in a dedicated complaints-handling team.
• Deliver excellent customer service and respond across all contact types.
• Take full ownership and resolve home complaints and home claim complaints.
• Conduct detailed investigations addressing every customer point and ensure resolution.
• Make decisions on resolutions while following company policies and procedures.
• Comply with complaints system and procedures.
• Identify root causes and suggest improvement actions.

Skills

Customer service

Empathy

Time management

Problem solving

Job description

Hastings Direct is hiring a Home Complaints Specialist for our Leicester office in the city centre, with hybrid working options. You will investigate and resolve home and home claim complaints to a high standard, ensuring regulatory procedures are followed and customers receive an excellent experience.

The role requires strong people skills, experience in FCA-regulated environments, and the ability to manage investigations from start to finish while maintaining first-response quality across