Recovery Negotiator

Hastings Insurance Services Limited; Bexhill-on-Sea; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A leading insurance firm in Bexhill-on-Sea seeks a Claims Recoveries team member to manage non-fault claims after road traffic accidents. This role involves supporting recovery efforts, interacting with policyholders, and ideally requires customer service experience. Full training is provided, and the position supports hybrid working. The starting salary is £27,750 with opportunities for progression.

Benefits

Up to 5% annual discretionary Bonus

Hybrid working

25 days holiday and bank holidays equivalent

Pension match up to 10%

Life insurance (4 x base salary)

Discounted Hastings Direct products

Tech scheme, cycle-to-work

Qualifications

• Previous claims or recovery experience is advantageous, but full training will be provided.
• Strong customer service skills with a background in telephony-based roles.
• Good IT proficiency, particularly in Microsoft Excel, Word, and Access.

Responsibilities

• Communicate effectively with policyholders and stakeholders to provide updates and resolve claims.
• Assess and validate claims, ensuring policy coverage and processing payments.
• Investigate liability and make informed decisions on claim outcomes.

Skills

Customer service skills

Attention to detail

Data entry

Administrative skills

IT proficiency

Problem-solving ability

Tools

Microsoft Excel

Microsoft Word

Microsoft Access

Job description

Are you ready to kickstart a rewarding career in insurance? Join our vibrant Claims Recoveries team, where you'll play a key role in supporting our Recovery department. Whether you're new to claims or recovery work, we've got you covered with full training to help you succeed. If you bring strong administrative skills, excellent communication abilities, and a background in customer service especially in phone or web chat environments this role could be the perfect fit for you!

Role Purpose

Your main responsibility will be to manage a portfolio of non-fault claims after a road traffic accident. You will focus on recovering our costs from the responsible party, including third-party insurers, policyholders, and suppliers. Your duties will include setting clear expectations, providing regular updates to stakeholders, collecting evidence, and actively advancing claims to ensure they are closed as non-fault, thus preserving our customer's no-claims discount. As you progress through our competency frame levels, you will take on more responsibility, including handling a wider range of claims such as foreign claims, withdrawn indemnity, bodily injury, credit hire, fraud, dual insurance, and more.

Responsibilities

• Communicate effectively with policyholders and stakeholders via phone, written correspondence, and webchat to provide updates and resolve claims.
• Assess and validate claims, ensuring policy coverage, setting accurate reserves, and processing payments in line with procedures.
• Manage claims proactively using diary systems, handling scheme claims within agreed terms, and escalating suspected fraud appropriately.
• Investigate liability and make informed decisions on claim outcomes, including admissions or disputes.
• Handle challenging conversations and complaints with professionalism and empathy, maintaining high service standards.
• Work towards individual and team KPIs, contributing to overall business performance and continuous improvement. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

Qualifications

• Previous claims or recovery experience is advantageous, but full training will be provided.
• Strong customer service skills with a background in telephony-based roles.
• Excellent attention to detail and accurate data entry capabilities.
• Solid administrative skills with a proactive and organized approach to work.
• Good IT proficiency, particularly in Microsoft Excel, Word, and Access.
• Proven problem‑solving ability and a track record of delivering results.

Benefits

• 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 Hastings Direct products
• Discounts & cashback with well‑known retailers
• Tech scheme, cycle-to-work, health assessments, and skin check – on completion of probation
• Refer a friend scheme – earn £500 for every friend you refer
• We will provide you with all the tech that you need! Including a brand‑new Microsoft Surface laptop

Equal Opportunities & Inclusion

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. 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, we offer all candidates an opportunity to complete first-stage assessments, which we can provide adjustments for on a case‑by‑case basis.

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.

Salary: The starting salary is £27,750, with opportunity for progression.