Policy Review Advisor - Multichannel

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

Benefits offered by this job

Up to 5% annual discretionary Bonus

Hybrid working

Open plan office

Onsite restaurant

25 days holiday + bank holidays

Pension match up to 10%

Life insurance (4x salary)

Discounts on Hastings Direct products

Tech scheme

Cycle to work

Refer a friend £500

Job summary

Hastings Direct in Leicester is seeking a Policy Review Advisor – Multichannel to review policies across phone and digital chat, ensuring accurate information and fair customer outcomes. You will balance customer experience with risk checks while handling a mix of channels.

The role offers hybrid working, 37.5 hours per week, training in the office for 8 weeks, and a starting salary of £26,230 with a broad benefits package and opportunities for development.

Qualifications

• Strong written communication, clear and professional.
• Strong verbal communication and active listening.
• Attention to detail and careful information review.
• Ability to make considered decisions from information.
• Confidence leading customer conversations, even when challenging.
• Well organized with ability to prioritise and meet deadlines.
• Comfort with multiple IT systems and learning new technology.
• Adaptable to change and new ways of working.
• Strong customer focus across diverse needs.

Responsibilities

• Review policies needing further validation.
• Check customer details and documents carefully and accurately.
• Identify potential misrepresentation and take appropriate action.
• Ensure customers have suitable cover based on accurate information.
• Manage workload and meet targets.
• Provide fair, clear customer experience within policy and regulatory requirements.

Skills

Written communication

Verbal communication

Attention to detail

Decision making

Customer focus

Time management

Adaptability

IT literacy

Channel management

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.

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.

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

• 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 great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check
• Refer a friend scheme – earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop

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.

For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case‑by‑case basis. For more information on the DCS, please visit our inclusive business page on our careers site.

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.