Customer Advisor - First Notification of Loss

Hastings Insurance Services Limited; United States; Hybrid; USD 32,000 - 39,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Open-plan office

Life insurance

Pension match

Discounts and cashback

Tech scheme

Cycle-to-work

Health assessments

Refer-a-friend

Brand-new laptop

Job summary

Hastings Direct is seeking a claims advisor to handle inbound customer calls at the point of incident. You will log claims via multiple portals, validate details and gather information to move claims forward.

You will listen carefully, establish liability quickly, and guide customers through the next steps with empathy. The role is based in a hybrid environment with a five-week training programme delivered through a mix of Leicester office sessions and virtual learning.

Qualifications

• Experience delivering outstanding customer service.
• Strong decision-making skills.
• Ability to work independently and as part of a team.
• Excellent interpersonal and communication skills.
• Experience handling difficult conversations and managing complaints.

Responsibilities

• Take inbound calls from customers at the point of an incident.
• Log claims received through portals, including police reports and out-of-hours teams.
• Gather information, validate details, and prepare claims for next stages.
• Ensure claim details are recorded accurately and follow up for missing information.
• Actively listen and capture detailed accounts of customer incidents.
• Establish claim liability quickly to keep customers safe and supported.
• Help customers reach the right outcome first time, every time.
• Demonstrate care and empathy, explaining next steps in the claim.
• Deliver a first-class customer experience in every interaction.

Skills

Customer service

Decision making

Independent & team work

Information capture

Interpersonal skills

Handling complaints

Job description

• You will primarily take inbound calls from customers when they need us most, at the point of an incident.
• You will log claims received through a range of portals, including those reported by the police and our out-of-hours team, and support other workstreams to ensure claims are set up accurately.
• You will gather all required information, validate key details, document actions clearly and complete the preparatory steps needed for each claim to move to the next stage.
• Accuracy is key. You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information.
• You will actively listen and capture detailed accounts of customer incidents.
• You will establish claim liability quickly, ensuring our customers are safe and supported at all times.
• You will help customers reach the right outcome first time, every time.
• You will demonstrate care and empathy, ensuring customers understand the next steps in their claim.
• You will consistently deliver a first-class customer experience, making every interaction feel personal and valued.
• You will handle difficult conversations about claim liability and damage outcomes while setting clear expectations., 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.
  A passion for delivering outstanding customer service
• Strong decision-making skills, using your own knowledge and the resources available to you
• The ability to work both independently and as part of a team
• The ability to capture and record information accurately
• Excellent interpersonal and communication skills
• Experience of handling difficult conversations and managing complaints
  At Hastings Direct, we have a simple ambition: to be the best and biggest digital insurance provider in the UK. Our customer teams communicate across a range of channels, delivering the high-quality insurance service they deserve.
  Working hours and shift pattern: 37.5 hours per week, Monday to Friday, on a rotational shift pattern between 08:00 and 19:00.
• Training: Our five-week training programme is delivered through a hybrid approach, combining face-to-face sessions at our Leicester office with virtual learning. Hybrid working: You will usually attend the office once a week and work remotely for the rest of the time, although you are welcome to attend more frequently if that suits you. When training or events are arranged, you may be required to attend in person for their duration. Salary: £26,230 starting salary., As one of our colleagues, you'll help drive our growth. In return, we'll give you all the support, training and development you need. This includes initial in-house training on our products and systems, taking live calls alongside an experienced colleague, and ongoing training tailored to your individual needs. You'll also benefit from recognition and rewards, the opportunity to share and implement your ideas, and the chance to develop your career across the business.
• Benefits you'll receive
• Up to 5% annual discretionary bonus
• Hybrid working - one day per week in the office, with the option to attend more frequently
• A fantastic open-plan modern office
• A relaxed, friendly and diverse working environment
• Harry's - a great onsite restaurant offering a wide range of choices at breakfast and lunchtime, plus an onsite Costa Coffee
• 25 days' holiday plus bank holidays, with the option to buy and sell up to five days
• Pension match of up to 10% of your salary
• Life insurance at four times your base salary
• Discounted Hastings Direct products
• Discounts and cashback with well-known retailers
• Tech scheme, cycle-to-work scheme, health assessments and skin checks upon completion of probation
• Refer-a-friend scheme - earn £500 for every successful referral
• All the technology you need, including a brand-new Microsoft Surface laptop