Motor Claims Resolution Specialist — Hybrid

Hastings Direct; Leicester; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

5% discretionary bonus

25 days holiday + BH (buy/sell 5)

On-site restaurant & Costa coffee

Buddying system

Job summary

Hastings Direct in Leicester is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve complaints, ensuring regulatory compliance and excellent customer service. The role offers hybrid working with weekly office visits and flexible remote work, starting at £30,700 with benefits.

Training spans 4 weeks in the office followed by complaints training, aimed at developing expertise in claims resolution.

Qualifications

• Experience in a FCA regulated environment dealing with motor claims or complaint interactions.
• Ability to support vulnerable customers with empathy and sound judgement.
• Excellent written and verbal communication skills.
• Strong time management and problem-solving abilities.
• Resilient, persuasive and customer-centric; adaptable to changing priorities.

Responsibilities

• Investigate and resolve complaints to a high standard in line with policies and regulatory procedures.
• Deliver exceptional customer service and ensure a great customer experience across all contact types.
• Own and manage complaints with proactive updates to customers.
• Conduct thorough investigations, addressing each point raised and ensuring resolution.
• Identify root causes and contribute to improvement actions.

Skills

Customer service

Complaint handling

Regulated environment

Empathy

Written and verbal communication

Time management

Resilience

Prioritisation

Tools

Microsoft Office

Job description

Hastings Direct in Leicester is seeking a Customer Resolutions Specialist (Claims) to investigate and resolve complaints, ensuring regulatory compliance and excellent customer service. The role offers hybrid working with weekly office visits and flexible remote work, starting at £30,700 with benefits.

Training spans 4 weeks in the office followed by complaints training, aimed at developing expertise in claims resolution.