Policy Review Advisor - Multichannel

Hastings Insurance Services; Leicester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Full training with industry experts

Bonus up to 5%

Hybrid working (1 day in office)

Open plan modern office

Diverse working environment

Harrys

Job summary

Hastings Insurance Services Limited in Leicester is seeking a Policy Review Advisor - Multichannel to review policies, verify customer information, and balance delivering excellent customer experience with risk-aware decisions. The role spans telephony and digital chat, ensuring accurate cover and pricing.

You will handle inquiries across channels, check documents, and act on potential misrepresentation while maintaining regulatory compliance.

Qualifications

• Excellent written communication and clarity in responses.
• Strong verbal communication and active listening.
• Excellent eye for detail to verify information.
• Ability to use data to make measured decisions.
• Confident leading conversations, even when challenging.
• Well organized with ability to prioritise workload.
• Comfortable using various IT systems and learning new technology.
• Adaptable to change and new ways of working.
• Customer-focused approach to provide appropriate cover.

Responsibilities

• Review policies where information needs validation.
• Check customer details and documents carefully.
• Identify potential misrepresentation and take action.
• Ensure customers have appropriate cover based on accurate information.
• Manage your own workload and deliver against agreed targets.
• Provide a fair, clear customer experience while working within our policies and regulatory requirements.

Skills

Written comms

Verbal comms

Attention to detail

Decision making

Leading conversations

Organization

IT systems

Adaptability

Customer focus

Job description

Policy Review Advisor -Multichannel

What is Multichannel? Our customers contact us in different ways, by phone and through digital chat, our WhatsApp-style messaging system. Whether you're speaking to a customer or helping them through chat, you'll focus on providing a market-leading customer experience. While each day varies, we expect around 50% of your customer interactions to be through digital chat and the rest by phone, with chat usage increasing over time.

Start Date - This role has an anticipated start date in 2027. As we are recruiting ahead for future opportunities, there may be a slightly longer period between submitting your application and receiving an update from our Recruitment Team. Thank you for your patience, and we look forward to reviewing your application.

Salary - The starting salary is £26,230, plus a comprehensive benefits package. From there, we're committed to supporting your growth - with tailored coaching and development tools to help you reach the level.

Working Hours / Shift Pattern - You will work 37.5 hours per week on a Monday to Friday 09:00 - 17:30. No Weekends.

Training - The main training period runs for the first 8 weeks and takes place face to face in the office.

Our approach to Hybrid Working - With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Location - Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

What we're looking for in a Policy Review Advisor - Multichannel candidate

You'll be one of our first lines of defence at Hastings and help protect our customers and our business by reviewing insurance policies where information needs to be checked or validated. Working across telephony and digital chat, you'll be dealing with customers, reviewing their information and documents, using a range of tools to make fair and accurate decisions. You'll balance delivering a great customer experience with identifying potential risk, making sure customers have the right cover at the right price.

• Review policies where information needs further validation.
• Check customer details and documents carefully and accurately.
• Identify potential misrepresentation and take the right action.
• Make sure customers have appropriate cover based on accurate information.
• Manage your own workload and deliver against agreed targets.
• Provide a fair, clear customer experience while working within our policies and regulatory requirements.

Essential skills, we would like you to have

• Strong written communication skills, with the ability to communicate clearly, accurately and professionally.
• Strong verbal communication and active listening skills, with the confidence to ask the right questions.
• A good eye for detail, with the ability to review information carefully and spot where something may need further clarification.
• Comfortable using information to make considered decisions and solve problems.
• Confident leading customer conversations, including when they may be challenging.
• Well organised, with the ability to prioritise your workload and meet deadlines.
• Comfortable using different IT systems and learning new technology.
• Able to adapt to change and new ways of working.
• A strong customer focus, recognising that different customers may need different levels of support.

Benefits you'll receive:

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings.
• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys' - a