Senior Claims Operations Leader – Accidental Damage

Hastings Direct; Leicester; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Private medical Insurance

Life cover (4x salary)

Income protection

Pension contributions 10%

Mental wellbeing support

27 days annual leave

Job summary

Hastings Direct in the UK is seeking a Claims Operations Manager (Contact Centre Leader) to oversee the Accidental Damage operation across multiple sites and our outsourced partners, delivering ambitious targets in a market-leading claims operation.

You will coach and align teams, manage performance, and ensure first contact resolution, policy-compliant decisions and effective reserve management, while using data to drive improvements and engage stakeholders.

Qualifications

• Strong operational leadership in a regulated contact centre environment.
• Experience leading high-performance teams and managing performance.
• Experience in operational design and delivery of contact processes.
• Strategic thinker with ability to set vision and competitive advantage.
• Experience working with outsourced partners is highly advantageous.

Responsibilities

• Oversee the Accidental Damage operation across multiple locations, including office-based and outsourced teams.
• Lead, coach and inspire teams, drive engagement, accountability and performance.
• Deliver excellent customer and claims outcomes, championing first contact resolution, and effective reserve management.
• Own quality, regulatory compliance and process improvements across the operation.
• Use data and insight to drive performance improvements and communicate risks to stakeholders.
• Drive continuous improvement and manage outsourced partners against contractual requirements.

Skills

Operational Leadership

Claims Experience

High-Performance Teams

Outsourced Partners

Regulated Environment

Job description

Hastings Direct in the UK is seeking a Claims Operations Manager (Contact Centre Leader) to oversee the Accidental Damage operation across multiple sites and our outsourced partners, delivering ambitious targets in a market-leading claims operation.

You will coach and align teams, manage performance, and ensure first contact resolution, policy-compliant decisions and effective reserve management, while using data to drive improvements and engage stakeholders.